Job Description

Log, respond, plan and organize the full life cycle of all facilities management work, from customer enquiry to job completion. Deliver excellent Customer Service and interpret and manage work orders through systems ensuring that SLA’s and KPI’s are met. Provision of administrative support as required.

Shift Pattern

• 4 on, 4 off - example 8am - 8pm (2 days) 8pm - 8am (2 days) then 4 days off.

What will you deliver?

• First point of contact for incoming telephone calls and services requests received by telephone and email
• Strong communication skills both verbal and written and the ability to liaise effectively within and outside the organization
• Interpret and log requests, inputting details into an in-house system, provide tracking and regular updates to the status of the request through to work completion status in line with Service Level Agreements (SLAs)
• Sort and dispatch calls to engineers or sub-contractors based on the correct skills set, geographical location and service delivery arrangements
• Manage workload – replanning/reassigning – as required in line with demand
• Plan daily work load and PPM for engineers and sub-contractors using available systems
• Raise Purchase Requisitions/Orders in line with agreed parameters
• Priorities urgent jobs and plan and dispatch operative/sub-contract support to address urgent demand
• Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints.

What can we offer you?

• Home working supported after training period
• Pension Scheme
• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1x times annual salary
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes

Required Knowledge, Skills, and Abilities

• Understanding of FM business or the willingness to learn
• Good planning and organization skills and the ability to priorities own workload efficiently
• Excellent telephone manner
• High level of attention to detail
• The ability to work to changing deadlines
• Working knowledge of MS Office including Excel and Outlook
• Experience in using Maximo or similar application