Aspire Assist Service Delivery Support 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:

• 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:

• Aspire is a collaborative and cohesive team of Service Partners operating with the same goals, ideals, culture, purpose and values.

Location:

The role will be based in the Aspire Assist helpdesk office in 123 Victoria Street.

What you will be responsible for:

• Provide professional support to the Aspire Assist Helpdesk, handling customer and team queries via phone and email, and logging requests within the helpdesk platform.
• Prioritise tasks in line with agreed SLAs and resolve issues efficiently, escalating where necessary.
• Deliver exceptional customer service through clear communication and proactive problem-solving.
• Use knowledge of building assets to respond knowledgeably and attend meetings when required.
• Collaborate with Service Delivery, Quality, and Systems Managers to improve helpdesk operations, generate insights, and support process updates.
• Produce regular reports and contribute ideas to enhance service quality and transparency.
• Promote portal usage to drive efficiency and accurate tracking, and liaise with Service Partners for smooth operations.
• Train customers and colleagues on helpdesk processes and systems, including Freshdesk.
• Assist with purchase orders, invoicing, and timely payments using internal financial systems.
• Attend team meetings and work closely with local teams to boost site understanding and customer experience.

Your skills, experience and qualifications:

Essential criteria

• Knowledge of 1st line fix is essential, with 2nd line fix desirable.
• Strong analytical abilities to assist with strategic planning of helpdesk workload and output
• Customer service helpdesk experience
• Complaint handling in a helpdesk/call centre environment
• Competent in Outlook, Excel and Word

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.