Helpdesk Administrator

SEE Services deliver facilities management and infrastructure support services to organisations across the UK. 

We have an exciting new opportunity for a Labour Allocator (Administrator/Scheduler) to lead and coordinate a group of engineers across a region, responding to urgent customer call-outs and known planned activities, striving to deliver within SLAs and give great customer service. Communicating challenges with proposed solutions to colleagues and customers. Participating in “out of hours” call out rota. Contributing towards maximising revenue and profit, whilst delivering a high quality, efficient and effective service provision.

Key duties and responsilities: 

• Allocate Engineers and Subcontractor's to Reactive, Planned & Quoted work orders.
• Collaborate with Estimators to deliver quoted works
• Update customer portals promptly
• Provide customers with RAMs
• Organise plant, OOH guarding, and permits to work
• Monitor and drive to improve Engineers app use
• Make sure that completed work orders are ready for invoicing
• Proactively manage clients KPIs
• Manage client accounts, client portals, WIP, CNR
• Monitor clients’ portals to maintain SLA performance
• Apply costs and mark up to work orders
• Manage sub- and direct contractors
• Contact clients for uplifts
• Monitor and drive improvement in supplier performance to ensure quality of service and value for money and service level agreements.
• Provide management support to the Helpdesk Manager and Head of Customer Services
• Work with the allocator team, delivering KPIs, client updates, and all portals are maintained.
• Report on the above to the Helpdesk Manager

Skills and experience: 

• Have a can-do attitude and the ability to think out of the box in a positive way to find solutions.
• Have strong communication and planning skills along with the ability to get the best from our engineers.
• Deliver a high level of customer service.

We are passionate about creating a vibrant workplace where people can be their best every day.

• Full-time, Permanent
• Location: Hainault, Essex
• Salary: £25,000-£29,000 per annum
• 23 days annual leave (+ Public holidays) rising to 25 days.
• 1-day annual leave for birthday
• Life cover
• Pension scheme
• 24/7 Employee Assistance Program
• Free EV charging at Head Office