Intelli-Park
Welsh Speaking Helpdesk Administrator
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Helpdesk Administrator - WELSH SPEAKING & WRITING REQUIRED
Location: Sheffield
Reports to: Engineering, Facilities & Maintenance Manager
Hours: Monday to Friday, 08:00 to 18:00 on a rota basis
Contract: Permanent
Salary: £26,000 - £32,000 - dependant on experience
About Intelli-Park Group
Intelli-Park Group is a technology-led parking management business operating across the UK. Our brands, including UKPC, Bank Park and Total Parking Solutions, deliver parking management and customer service to landowners, operators and their customers. We are investing in our people, our systems and our service, and we are building a customer support function that is professional, responsive and genuinely helpful.
Role Summary
The Welsh-Speaking Helpdesk Administrator provides first-line support for our clients, delivering professional customer service in Welsh and English. The role is responsible for handling customer enquiries, supporting permit administration, managing helpdesk communications, maintaining customer records and ensuring compliance with Welsh language obligations, while delivering an exceptional customer experience.
Key Responsibilities
- Act as the first point of contact for our clients parking-related enquiries, providing excellent customer service in both Welsh and English by telephone, email and other channels.
- Respond to and resolve customer enquiries relating to parking permits, RingGo services, parking access arrangements, account queries and general parking administration.
- Manage the helpdesk inbox, telephone line and voicemail service, making sure enquiries are handled promptly and professionally.
- Maintain accurate records of enquiries, actions taken and outcomes, and track all cases through to resolution.
- Escalate complex or specialist enquiries to the appropriate operational teams while keeping ownership of the customer experience.
- Provide Welsh-language support, including responding to emails, handling telephone enquiries and supporting Welsh-speaking customers in line with our clients Welsh language requirements.
- Support the development and maintenance of FAQs, knowledge base articles, scripts and customer communications in both Welsh and English.
- Monitor recurring customer issues and identify opportunities to improve service delivery, customer communications and operational processes.
- Work closely with Account Managers, Customer Success and operational teams to deliver a seamless customer support service and to support contract mobilisation activities.
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Person Specification
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Essential: knowledge and experience
- Previous experience in a customer service, administration or helpdesk role.
- Experience handling customer enquiries by telephone and email.
- Experience of working in a fast-paced service environment.
- Strong administrative and organisational skills.
Essential: skills and competencies
- Fluent Welsh and English, spoken and written (see Section 6, essential occupational requirement).
- Excellent communication and interpersonal skills.
- Strong attention to detail.
- Ability to prioritise workload and manage multiple tasks.
- Strong problem-solving skills.
- Able to work independently and as part of a team.
- Good IT literacy, including Microsoft Office applications.
Essential: personal attributes
- Professional and customer-focused.
- Calm and confident under pressure.
- Positive, proactive and solutions-focused.
- High level of integrity and accountability.
Desirable
- Experience within higher education, facilities management or parking operations.
- Experience working in a bilingual customer service environment.
- Experience using CRM, ticketing or helpdesk systems.
- Knowledge of permit administration processes.
- Experience translating customer communications between Welsh and English.
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