Helpdesk Scheduler

About the company

Our client are a professional emergency plumbing and drainage services provider offering 24/7 support for residential and commercial clients around London and the M25. The business prides itself on dependable service, prompt response times and high customer satisfaction across plumbing, drainage, CCTV drain surveys and industrial cleaning services.

Role Overview

They are seeking a Helpdesk Support Specialist to be the first point of contact for customers and field engineers. This role will play a key part in ensuring smooth communication, timely service delivery and an excellent client experience. You will manage inbound enquiries, log support tickets, co-ordinate appointments and work closely with field teams to resolve issues efficiently.

Key Responsibilities

Customer Support

Answer customer enquiries via phone, email, live chat and web forms in a professional and timely manner.

Log, track and update service requests in the helpdesk/CRM system.

Provide accurate information on services offered (e.g., emergency drainage, CCTV surveys, industrial cleaning, tanker services).

Escalate complex issues to senior support or field operations.

Appointment Coordination

Schedule and confirm service appointments with clients and field engineers.

Monitor and update service calendars to ensure timely responses, including emergency call-outs.

Follow up with clients to confirm satisfaction and provide updates where required.

Field Team Support

Communicate job details effectively to field engineers and technicians.

Monitor job progress and update customers on expected arrival times.

Assist with dispatching engineers based on urgency and location.

Data & Reporting

Maintain accurate records in helpdesk and CRM systems.

Generate support metrics and performance reports to help improve operational efficiency.

Identify common service issues and suggest improvements.

General Office Support

Collaborate with other teams (Operations, Finance, Marketing) to support business activities.

Contribute to knowledge base updates for faster issue resolution.

Skills & Qualifications

Essential

Proven experience in helpdesk or customer service roles.

Strong communication skills (verbal + written) with a professional phone manner.

Excellent organisational skills with strong attention to detail.

Ability to multitask and prioritise in a fast-paced environment.

Comfortable working with CRM/helpdesk software.

Desirable

Experience in field services or emergency service environments.

Familiarity with IT ticketing systems or dispatch software.

Basic understanding of plumbing or drainage services is an advantage (training provided).

What We Offer

Competitive salary and benefits.

Full training on systems and processes.

Opportunity to grow within a dynamic and expanding service business.

A supportive and friendly team culture