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Key Responsibilities/Accountabilities
Ensuring all calls are answered within the KPI - 97% of all calls within 8 rings of the telephone, respond to electronic (email) requests within 5 minutes of receipt into the HD Mailbox
Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system
Ensure service requests are passed on to the appropriate department, monitoring and recording progress in dealing with them
Dealing with client representatives such as Trust/Client Management Team, Clinical Leads, All NHS Trust Staff and All G4S Management
Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system
Provide accurate information to callers promptly, so that G4S Hard FM Team comply with contractual response times
Coordinating the daily work flow between all G4S Services Team (Housekeeping, Hard FM, Porters).
Proactively manage all Service Requests and Tasks, obtaining accurate information from all G4S Services Team (Housekeeping, Hard FM, Porters).
Source any additional information in order to respond to Trust staff enquiries accurately and efficiently
Proactively provide customers with information on outstanding work requests
Ensure service requests are passed on to the appropriate department, monitoring and recording progress in dealing with them
Refer enquiries that cannot be dealt with to the appropriate individual or body using the agreed communication lines
Undertake general administration to support the department, ensuring all service standards are met.
A flexible approach to service provision is essential and the contents of this job description may therefore require amendment from time to time in line with working requirements
INDWH
