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Tremendous opportunity to join a high performing team supporting a key, Bristol based client .
As the first point of contact, youll be supporting the business in processing new and existing work orders via our internal system. You will be responsible for keeping the engineers fully productive ensuring all direct labour operatives are fully utilised, scheduling works to the engineers ensuring we are meeting the client KPIs and SLAs.
You will be performing a key role within the Service Delivery Team ensuring we continue to provide a first class client service. Alongside being a good communicator with a strength in customer service this role requires great attention to detail, good organisation skills and the ability to work within a fast paced environment.
Key Responsibilities
- Responsible for specific workflow status within our internal system.
- Manage the awaiting allocation tasks, ensuring works are within the client fix SLA and meeting the Target KPIs set.
- Ensuring works have been scheduled and communications updated on the internal system and client portals.
- Develop strong communications with engineers to ensure productivity is at a high standard.
- Review Engineer diaries periodically throughout the day to ensure workflow is managed and works meeting client SLA.
- Responsible for ensuring engineers are logged on to client portals on every occasion and have added materials once works have been completed.
- Responsible for ensuring engineers are contacted to determine length of time needed on 4Hr and 10Hr callouts and reschedule other planned works if required.
- Reviewing engineers workloads to ensure the travel is within the travelling radius set by the LS Engineer Process
- Creating Engineer Purchase Orders within specified timeframe
- Review and cleanse internal system with focus on internal system pots such as (Awaiting allocation, Works complete, Pending submission, Further visit required, Stalled)
- Ensuring the Escalation process is followed correctly in all instances.
Skills, Experience & Background
- Experience of working within a fast paced, customer centric business
- An ability to demonstrate strong attention to detail
- Excellent organisational skills with the ability to manage changing priorities
- Strong communication skills, confident, clear and professional both written and verbal with the ability to manage expectations and build relationships and trust.
- An experienced team player with an interest in collaborating with others to achieve shared goals
- Experience of working to and achieving targets and objectives
- Sound knowledge of technology primarily Microsoft Office
About Us.
Established in 1998 Lancer Scott offer renowned high-quality construction projects and facilities management services. Based in the heart of Bristol we have enjoyed success and significant growth, particularly in the last 4 years with turnover increasing from £56 million in 2020 to a projected £100 million in 2024.
Enjoying year on year growth, we're a south west success story. We have, as part of our growth strategy, had to evolve and as such have initiated reorganisation to ensure we continue to deliver the renowned high-quality construction projects and facilities management services that our clients have come to expect.
We deliver commercial, retail, education, residential and health projects, both in the public and private sector. We carry out recladding projects, new builds, refurbishment and facilities management with a workforce close to 400 employees.
