Service Delivery Co-Ordinator

Location

Hampshire | United Kingdom

Job description

Duties/Responsibilities

Location: Eastleigh, Hampshire

Salary:  Up to £25,500 DOE

Hours: Mon to Fri 0800 to 1700

Benefits: 25 days holiday + BH, retail discounts, employee assistance programme and other flexible benefits

Job Purpose:

To be the ‘point of contact’ for EMCOR Group UK on a high profile. Contract by receiving calls via the EMCOR Helpdesk and to provide administrative support to the wider operational and non-operational areas of the business.

Duties:

Provide a first line contact for internal and external customers/contractors.

•To manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged.

•Life safe systems and statutory inspections completed as per the legal compliance and SLA/KPI required times

•When an engineer is scheduled to a job ensure the attendance info is communicated to the customer and engineer.

•Ensure that job packs within your area are complete and ready for billing. Job packs must include PO/ Quote/ CVI/SMR/ email communications.

•Changing status on open jobs, chasing subcontractor for both delivery dates for parts and service completion sheets and updating customers as required.

•Process and job on the in house finance system (JDE) to enable invoicing

•Liaising with Clients to escalate out of line incidents.

•Ensuring EMCOR meet the contractual KPI’s and SLA’s.

•Raise Purchase Orders as and when required.

Administer PPM’s and Reactive control to Service Engineers through in-house System and are carried out within one month of the allocated date

•Monitor EMCOR email system and respond accordingly to queries and client requests.

•Coordinate faults, schedule to engineers, communicate with customers.

•Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action.

•Any other duties as requested by the Management Team within reason to suit the changing needs of the business.

Service monitoring

•Assist the Customer Service Manager to monitor service standards

•Monitor the active jobs logged on with the helpdesk, to include the CAFM system, and the EMMA Application.

•Recommend to the Customer Service Manager improvements that could be made to the help desk service delivery

•Review and make recommendations to maintain building integrity, maintaining accurate records as required.

•Administration working to help desk standard procedures:

•Operate and maintain an effective filing system for the department.

•Produce reports for all management team when required

Key deliverables

•Effective help desk service, follow up on requests and customer handling

•Effective administrative support to the help desk and record keeping

•Effective teamwork, flow of information and multi-skilling to provide cover across team

Person Specification

Essential Knowledge, Skills and Experience help desk service coordination

• •Sufficient experience of providing a facilities or maintenance service in a busy organisation
• •Some experience of working with contractors and suppliers and monitoring of service standards
• •Proven experience of delivering excellent customer care and service in a large organisation
• •Enthusiasm and commitment to learn about and get involved in the department’s activities Administration
• •Ability to prioritise workload, to work under pressure with a high level of organisational proficiency and initiative
• •Strong computer skills with competency in Microsoft Office and database packages;
• •Good attention to detail and ability to follow department procedures
• •Good numeracy skills, ability to process invoices accurately and efficiently Communication Skills
• •The ability to deal tactfully, calmly and effectively with a wide range of people from within and outside the organisation
• •Customer care in dealing with irate callers with tact and diplomacy
• •Strong command of written and spoken English
• •Excellent telephone manner, common sense and the ability to communicate effectively at all levels
• •Ability to write clear, informative, customer focussed letters in a style appropriate to the reader
• •Ability to work effectively as part of a team
• •5 pass grades at GCSE or equivalent.
• •Excellent telephone manner.
• •Excellent communication skills.
• •Experience of working in a call centre / help desk is essential.
• •Good IT skills including Word, Excel and PowerPoint.
• •Able to work under pressure and to defined deadlines.
• •Able to work as part of a larger team and independently.
• .Good timekeeper.
• •Prior Customer Service or Industry Experience Required.

Job tags

Salary

£25.5k per annum