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Main Duties & Responsibilities
- Responsible for the execution of the end-to-end work order management, including the coordination of all planned and reactive services within remit, detailed planning of work with engineering and our supply chain.
- To accurately record all information necessary to resolve reported service requests,incidents, and complaints, including accurate classification to enable trend analysis.
- To monitor, action and escalate work orders and incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
- Procurement of services from external supply partners, including purchase order creation and service delivery management.
- To develop and maintain a good understanding of the core Corrigo application, mobile and scheduling systems, the facilities management services provided to clients, client systems and all relevant process and procedures.
- To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations.
- To take action to keep up to date with changes to the contract and sharing information learned with the team and wider stakeholders.
- To handle and actively resolve any customer issues according to the Customer Complaint process.
- To be prepared to work on any CEC contracts, projects, and initiatives at short notice to support the changing needs of the business.
Qualifications & Experience
- 2+ years working within a administration/ work order / scheduling / mobile resource planning environment; FM is advantageous.
- Experience in coordinating service delivery in a mobile field force environment, including parts management and subcontract service delivery.
- Experience of working in a customer service environment driven by customer SLAs, performance measurement and personal work targets essential.
- Excellent communication – both written and verbal
- Ability to stay calm in a high paced environment.
