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Main priority of this role is to focus on the dashboard of KPls and SLAs, running reports to look at job status' and ensuring jobs are being cleared down. You will be supporting the supervisor, contract management and engineering delivery to ensure that we deliver a first-class customer focused service. The team is to have a collaborative approach and work as one team with one focus, providing the highest-level service delivery, compliance and reporting to the client.
General Duties
- Ensure that all operational SLA's and KPl targets are met and understood within the helpdesk team
- Working with the Office Supervisor to compile end of day/ week reports on the current SLA and KPI status
- Compile end of month statistic report for the monthly client report
- Receiving client requests for reactive attendance via telephone calls, email, or face to face; prioritising in line with agreed SLAs and KPls, selecting the correct engineering or sub-contractor resource and scheduling attendance.
- Raising a job record and progressing that record through its various stages, chasing for completion within SLA's through to financial closure.
- Coordinate PPM scheduling and progressions, ensuring the tasks that are due are scheduled for the correct day and time slots, utilising the engineering workforce efficiently. Liaising with client where necessary. Ensure that engineers are in attendance and chase for completion.
- Dealing directly with the engineering workforce to provide daily diaries, and relay changes in timely manner.
- Liaising with supervisors and contract managers when progressing quotations, producing the final document to be submitted to the client for approval.
- Raising purchase orders for both materials and subcontracted services as required, utilising the company's preferred suppliers list and procurement department when necessary, adhering to the JCA delegation of authority approval limits.
- Providing accurate and timely data for reports to be used internally and externally as required.
- Administration, development and adherence of operational processes, procedures and CAFM system.
- Provide an excellent level of client and customer focus, through all contact channels
- Supporting colleagues within the team and providing cover when necessary
- In addition to the duties and responsibilities listed, the job holder is required to carry out such other duties as may be required and as may be assigned by the directors from time to time
