Job Description

Managing the Client/Contract

• To manage client's expectations as per each individual contracts service level agreement
• To monitor and oversee all daily services ensuring they are allocated to relevant engineers
• To investigate service appointments that have had repeat visits and highlight to Contract Managers/Clients as and when necessary
• To ensure monthly service programme is planned in for all contracts worked on
• To manage and maintain the service process and ensure it is carried out so that the client’s can follow their legal process
• To provide legal packs as and when required.
• Provide status and ad hoc reports against the service program for Clients and Contract Manager
• To ensure all service queries are managed in a professional manner by applying proper telephone etiquette in order to satisfy various customer situations

Other Duties:

• To manage engineers daily workload, ensuring engineers are in the correct locations with correct amount of daily work
• Answer incoming calls and making outbound calls in a very busy call center
• To be the first point of contact for all engineers, clients and residents.
• To allocate breakdowns to engineers as quickly and efficiently as possible.
• To manage return visits
• To ensure all queries are dealt with in a professional manner.
• To prioritise emergency jobs as and when necessary.
• To gather and communicate cancellations of daily work and allocate to call bank to action 
• To be flexible and help out with other areas when colleagues are busy or absent
• General office administration duties including filing, faxing and photocopying and answering calls
• Any other duties as and when required in order to meet the needs of the business

Collaboration:

• To serve as a focal point to communicate and resolve issues with other departments
• To meet with relevant manages to ensure effective communication for the smooth running of Contracts.
• Work with and collaborate with Contract Planners and Call Bank to provide effective communication and provide excellent customer service
• To communicate and check engineers work from the previous day to ensure all jobs are closed down

Accountabilities:

• Prioritisation and time management of own work.
• Identifies areas for improvements and creates solutions and directive to resolve.
• Fully understands the processes for all Contracts KPI’s
• Manages and responds efficiently to Clients queries via email or telephone.

Required Knowledge, Skills, and Abilities

-  GCSEs (or equivalent) to include English and Maths (would be an advantage). -  Computer literacy, knowledge of MS applications (Word, Excel, Powerpoint and Outlook). -  Planning and Organising -  Business Awareness -  Communication -  Client Focus -  Team Player -  Initative -  Flexibility -  Ownership