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Job Description
- First point of contact for incoming telephone calls and services requests received by telephone and email;
- Attention to Detail imperative;
- Interpret and log requests, inputting details into an in-house system, provide tracking and regular updates to the status of the request through to work completion status in line with Service Level Agreements (SLAs);
- Sort and dispatch calls to supervisors or technicians based on the correct skills set, geographical location and service delivery arrangements;
- Manage workload – re-planning/reassigning – as required in line with demand;
- Plan daily workload and PPM for engineers, supervisors or technicians using available systems;
- Raise Purchase Requisitions/Orders in line with agreed parameters;
- Collate accurate status reports as required;
- Priorities urgent jobs and plan and dispatch operative/sub-contract support to address urgent demand;
- Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints;
- Analysis of job history/running reports to avoid duplication;
- Ad-hoc administration duties as required.
Job Requirements
- Understanding of FM business or the willingness to learn
- Good planning and organization skills and the ability to priorities own workload efficiently.
- Excellent telephone manner
- High level of attention to detail
- Working knowledge of MS Office including Excel and Outlook
- Good command of English (writing and reading)
- Strong communication skills both verbal and written and the ability to liaise effectively within and outside the organization
