Performance Officer

Why GRAHAM?

At GRAHAM, we pride ourselves on being an employer of choice where every individual is valued and the diversity of our workforce is celebrated. We are not just a leading Facilities Management provider in the UK; we are a dynamic and growing company committed to enhancing the lives of our clients and employees. With over £1 billion in annual turnover and a culture focused on growth and innovation, we offer an environment where you can truly thrive. Whether youre looking to advance within our company or join us for the first time, youll find opportunities and support to achieve your career goals.

Join us and benefit from:

• Generous Time Off:Up to 36 days of paid annual leave to help you maintain a healthy work-life balance.
• Financial Security:Excellent company pension scheme and free life assurance (6x your annual salary) for peace of mind.
• Health and Wellness:Free BUPA health assessments and access to a discounted private healthcare scheme to keep you in top shape.
• Well-being Support:Comprehensive Employee Assistance and Health & Wellbeing programs to enhance your well-being both at home and at work.
• Career Growth:Ongoing training and development opportunities to support your professional advancement.
• Additional Benefits:Discounted gym memberships, free will advice, and yearly flu jabs to ensure youre well taken care of.

Your Role:

As a Performance Officer, you will be instrumental in ensuring our Contact Centre operations run smoothly, delivering high-quality service and achieving performance targets. Youll lead a dedicated team, analyse performance data, and drive continuous improvements to exceed client and operational expectations.

Key Responsibilities:

• Lead and Inspire:Oversee the Contact Centre operations, manage a team of Operators, and ensure effective workload distribution.
• Develop Talent:Focus on the professional growth of your team by providing training, support, and development opportunities.
• Monitor Performance:Analyse call service levels, review daily, weekly, and monthly reports, and identify trends to drive improvements.
• Enhance Processes:Update service desk documentation, manage timesheet submissions, and ensure compliance with company policies.
• Communicate Effectively:Issue daily reports, address potential contract failures, and coordinate with clients and contract managers.
• Adapt and Innovate:Operate the full service desk function as needed and contribute to ongoing improvement efforts

What Were Looking For:

We seek a proactive and detail-oriented Performance Officer who excels at managing multiple contracts, meeting various KPIs and SLAs, and delivering high-quality reporting. Your ability to analyse performance data, coordinate tasks, and lead a team effectively will be crucial to your success.

Essential Criteria:

• Proven experience managing multiple contracts with a focus on KPIs and SLAs.
• Familiarity with CAFM systems and maintenance/construction backgrounds.
• Proficiency in IT applications, including job management systems, databases, and MS Office.

Desirable Criteria:

• Expertise in delivering comprehensive, high-quality reports.

Desirable Criteria:

• 3rd level qualification within the building environment.
• Associate membership of a professional body.
• Experience with bespoke CAFM or business management software.

Ready to make an impact with a company that values and invests in its people?Apply today to join GRAHAM and be part of a team that is dedicated to your growth and well-being.