Job Description

• Learning and development: Be responsible for your own learning and development which will be supported by your line manager and monitored by the performance and development review.
• Communication: communicate with clarity by sharing information and updates regularly with all team members, the client and end users. This is to help improve the drive and delivery of service across the contract
• National operations centre: cooperate closely with the schedulers and the helpdesk to ensure the allocation of PPM tasks are produced by concept to ensure appropriate sign off for reporting.
• Customer service: deliver outstanding customer service to the highest standards, to meet the expectations of clients and to ensure any operational difficulties are resolved alongside the management team
• Invoicing: To be able to carry out invoicing processes in sync with contractual payment terms to make sure all paid work that is carried out, is then recorded and submitted in for invoicing and to increase relevant purchase numbers.
• Meetings: to attend where it is necessary and takes full control for actions arising – for example, at client meetings. To work alongside the service delivery team and other colleagues to rectify requests and issues quickly and efficiently.
• Admin & reporting: Ensure all compulsory electronic and paper records, such as timesheets are completed by the team in a timely manner to ensure internal and customer deadlines are met.
• Contract delivery: support the team with relevant administration tasks to meet and surpass the agreed contractual key performance indicators (KPI’s) and service level agreements for the duration of the contract.
• To manage and assist in the preparation of supporting documentation for invoicing
• To ensure timesheets and all other necessary records are produced, checked and submitted in a timely and effective manner
• To ensure all planned works are completed and to report on exceptions
• Monitor and maintain sub-contractors' work
• Coordinate resources on a daily/ weekly basis to ensure all PPM and reactive work flows are covered off by engineering resources or specialist sub-contractors
• Oversee client CAFM systems and ensure close out of jobs
• Manage follow up works

Requirements:

• Having the ability to work in a large team and multi-tasking
• Previous experience in a client facing role
• Excellent organisational skills and systematic
• Excellent excel experience – As excel is the main database when storing several client reports & reports used on a daily basis
• Must deliver the highest standard of customer service by demonstrating a strong sense of customer focus
• Experience of Concept, Care manager, Planet is desirable
• Experience of SLA’s and KPI Monitoring
• Self-motivated and hard working
• Results driven and task orientated
• Strives for accuracy through attention to detail
• Outstanding time management

Required Knowledge, Skills, and Abilities

• Having the ability to work in a large team and multi-tasking • Previous experience in a client facing role • Excellent organisational skills and systematic • Excellent excel experience – As excel is the main database when storing several client reports & reports used on a daily basis • Must deliver the highest standard of customer service by demonstrating a strong sense of customer focus • Experience of Concept, Care manager, Planet is desirable • Experience of SLA’s and KPI Monitoring • Self-motivated and hard working • Results driven and task orientated • Strives for accuracy through attention to detail • Outstanding time management