Aspire Assist Agent

We’re Landsec

We identify and shape places that create opportunity, enhance quality of life, and bring joy to the people connected to them.

This is how we’ve created the UK’s leading portfolio of urban places and one of the largest real estate companies in Europe.

Our £10 billion portfolio is built around premium workplaces, the country’s pre-eminent retail platform, and a residential pipeline that will redefine urban life.

We’ve honed this ability over 80 years. Spotting the opportunities, building the partnerships, and continually adapting to shape the places that meet the needs of a changing world.

Places where life happens. Where businesses grow. And where cities are defined.

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.
• Provide a best-in-class service that delivers excellent service to our customers, underpinned by our purposes – Live well, Build well and Act well.
• Salary: Competitive

The Team:

Join a team of dedicated customer service professionals committed to excellence. Work collaboratively to build strong relationships with service partners and continuously improve and streamline processes to deliver outstanding service.

Location:

Based in the heart of Victoria, our Helpdesk team provides support to customers across London and Manchester.

What you will be responsible for:

• Take Customer and Workplace Team helpdesk calls and emails relating to queries on our properties and the operations services delivered within them, logging them within the appropriate helpdesk platform and assigning them to an owner.
• Prioritise work in accordance with agreed SLA’s.
• Communicate professionally and effectively with all customers, both internal and external.
• Demonstrate a knowledge of assets and how they work. Use this knowledge to provide an enhanced and more personal response to Customers.
• Be part of project teams working to improve and evolve the Helpdesk service. Propose new and innovative ideas that will differentiate Landsec form other landlords and property management companies.
• Work accurately and efficiently, supporting Aspire Service Partners in achieving SLA’s and delivering the highest standards of customer service.
• Answer external calls via switchboard. Ensure salutations are professional and all calls are transferred quickly and efficiently. Messages taken are accurate and communicated with all required information.
• Take a proactive approach to Customer issues.
• Take ownership of the customer experience end to end. Be responsible for Customers Helpdesk Tickets, financial queries and general requests relating to the service they receive in their building.
• Develop a relationship with Service Partners Accounts Departments, helpdesk teams and administrators to ensure the best possible service is experienced by our customers.
• Encourage Customers to use the Aspire Assist portal to raise queries. Drive queries through the Portal to promote streamlined ways of working and accurate reporting.
• Support the Aspire Service Delivery Manager in implementing new processes. Communicate and train Workplace Team and other Landsec team members on new processes.
• Raise and receipt purchase orders relating to service charge, asset management and post PC development using Landsec financial systems. Support the prompt payment of Service Partners and other suppliers to Landsec.
• Assist with onboarding new Service Partners and Customers. Ensure all information is inputted into both Aspire Assist and finance systems.
• Work in a business partner model, building strong relationship with your allocated business partner team within Workplace Operations, be familiar with your allocated properties and the Customers within them.
• Operate as an extension to your allocated Workplace Operations Team, attend team meetings and where feasible spend time working closely with the team locally to further improve your site knowledge and understand the way the teams work.

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

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 fantastic Learning and 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.

Below are some of our core benefits, make sure to visit our My Total Reward page for more information.

• Performance based annual bonus plan
• 25 days annual leave (plus bank holidays) rising to 27 days after 2 years and the option to purchase up to 10 additional days each year. Enjoy an additional three-day December festive break on top of your leave and a special ‘My Day’ to take off for whatever you choose.
• Enhanced pension contributions – Landsec will contribute up to 10.5% subject to your contribution.
• Private medical insurance, Health Cash Plan, Life assurance and income protection.
• Enhanced maternity, adoption, shared parental leave policies (view our Family policies page for more details)
• Two different share plans enabling you to share in the success you will help to build
• 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.