Overview

Job Details

 

Main priority of this role is to focus on the dashboard of KPls and SLAs, running reports to look at job status; and ensuring jobs
are being cleared down. You will be supporting the supervisor, contract management and engineering delivery to ensure that
we deliver a first-class customer focused service. The team is to have a collaborative approach and work as one team with
one focus, providing the highest-level service delivery, compliance and reporting to the client.
Key Responsibilities/Tasks.
General Duties
Ensure that all operational SLA& and KPl targets are met and understood within the helpdesk team
Working with the Office Supervisor to compile end of day/ week reports on the current SLA and KPI status
Compile end of month statistic report for the monthly client report
Receiving client requests for reactive attendance via telephone calls, email, or face to face; prioritising in line with agreed
SLAs and KPls, selecting the correct engineering or sub-contractor resource and scheduling attendance.
Raising a job record and progressing that record through its various stages, chasing for completion within SLA& through to
financial closure.
Coordinate PPM scheduling and progressions, ensuring the tasks that are due are scheduled for the correct day and time
slots, utilising the engineering workforce efficiently. Liaising with client where necessary. Ensure that engineers are in
attendance and chase for completion.
Dealing directly with the engineering workforce to provide daily diaries, and relay changes in timely manner.
Liaising with supervisors and contract managers when progressing quotations, producing the final document to be submitted
to the client for approval.
Raising purchase orders for both materials and subcontracted services as required, utilising the company's preferred suppliers
list and procurement department when necessary, adhering to the JCA delegation of authority approval limits.
Providing accurate and timely data for reports to be used internally and externally as required.
Administration, development and adherence of operational processes, procedures and CAFM system.
Provide an excellent level of client and customer focus, through all contact channels

Additional Tasks

Supporting colleagues within the team and providing cover when necessary
In addition to the duties and responsibilities listed, the job holder is required to carry out such other duties as may be
required and as may be assigned by the directors from time to time
Skills, Knowledge and Competencies Required
Previous experience of service desk and administration in the building services industry
Excellent communication skills with customers and to all levels of management Highly organised
Computer literacy, written, good oral communication and interpersonal skills
Ability to prioritise workload within tight deadlines and to a high standard
Requires ability to be a comfortable self-starter
Adjust rapidly and effectively to changes in work demands or business needs

Qualifications Required

GCSE (or equivalent) passes in Maths and English or recognised equivalent
Experience in a similar role with a background in facilities management administration
Competent knowledge of CAFM and associated systems
Computer literate with excellent I.T. skills especially Excel, Word and PowerPoint
Desirable
NVQ Level 1-2 (Administration 4396) or recognised equivalent Level passes or recognised equivalent Experience with computerised planned preventative maintenance (PPM) systems and procedures
Experience with Microsoft Dynamics
Personal Attributes
Open, honest and trustworthy
Tenacity and assertiveness
Able to produce work of an excellent standard
Self-motivated
Ability to make decisions and use own initiative
Able to work independently and as part of a team

 

Apply today and take your career to the next level!