Aspire Assist Agent

We’re Landsec

We are Landsec, we build and invest in buildings, spaces and partnerships to create sustainable places, connect communities and realise potential.

We are one of the largest real estate companies in Europe, with a portfolio of retail, leisure, workspace and residential hubs. Landsec is shaping a better future by leading our industry on environmental and social sustainability while delivering value for our shareholders, great experiences for our guests and positive change for our communities.

The Role:

Aspire is a collaborative and cohesive team of service partners operating with the same goals, ideals, culture, and values.

We work together to provide our Customers with the best possible experiences within our properties, creating a fun, engaging and productive environment for our teams to feel safe, empowered and supported and to take pride in their work and to realise their own potential.

• Salary: Up to 32,000 per annum

The Team:

At Aspire Assist are a fun team with great passion and belief in delivering amazing customer service experiences. We believe in communication, always go the extra mile, thinking outside the box and managing expectations. Most importantly we working as a team to face daily challenges and aim to achieve the best. We work in a busy, challenging and mentally stimulating environment where not a day is the same. Helpdesk, switchboard and purchase order processing are our daily tasks.

What you will be responsible for:

• To work in partnership with stakeholders to ensure the appropriate support is available.
• To prepare weekly / monthly / quarterly reports, scheduled and ad-hoc for internal and external customers.
• Monitor and review the Helpdesk working practices to ensure the Service Level Agreements with stakeholders meet their needs within the resources available.
• To resolve any service delivery issues within available resources.
• To contribute to the review of the Helpdesk to ensure that the service continues to be efficient and effective and considers changing service levels, priorities, policy changes and technological developments.
• To manage fluctuations in demand within the resources available including responding to urgent requests. This will require managing and resolving conflicting stakeholder needs.
• To resolve complex and contentious issues to ensure effective Help Desk support is maintained.
• Demonstrate all systems, web-based products, and daily responsibilities to existing and new clients as appropriate.
• Proactively deputises all core activities undertaken by the Aspire Service Delivery Manager during their absence where appropriate.
• To report on the provision of the Helpdesk services including performance against target and recommendations for improvement.
• Plan the Helpdesk shift rota & make cover arrangements within available resources for periods where the desk is exposed.

Your skills, experience and qualifications:

Essential criteria

• Knowledge of Workplace processes and procedures
• Customer service helpdesk experience
• Complaint handling in a helpdesk/call centre environment
• Competent in Outlook, Excel and Word
• Working knowledge of helpdesk and/or financial administering systems
• Excellent communication skills at all levels
• Strong experience of FreshWorks or similar CRM system.

Life and Benefits at Landsec

We have a great benefits package, there to support you with your work-life balance and in moments that matter. We offer exceptional Learning & Development opportunities to help you grow and reach your potential and we also play our part in supporting the communities where we live and work.

Here are some of our core benefits, view our Benefits and career development page for more information.

• Discretionary annual bonus plan
• 25 days annual leave (plus bank holidays) rising to 27 days after 2 years and options to purchase an additional holiday each year.
• Enhanced pension contributions – Landsec will contribute up to 10.5% subject to your contribution
• Private medical insurance, Life assurance and income protection.
• Enhanced maternity, adoption, shared parental leave policies (view our Family policies page for more details)
• Annual Sharesave plans with the chance to buy Landsec shares at a discounted rates
• Up to 4 working days to volunteer per year and 'Give As You Earn' programmes allowing you to donate to charities straight out of your pay and we top up by 20%

And when it comes to your health and wellbeing you will also have access to other benefits: our employee assistance programme, digital GP, cycle to work scheme, a mindfulness app and a health app supporting fertility and menopause.