Facilities Contract Co-ordinator / Help Desk - FM Service Provider - 12 month Fixed Term Contract - Enfield - £20,500
Exciting opportunity to work FM service provider located in Enfield. I am currently recruiting for a Facilities Contract Co-ordinator / Help Desk advisor to be based out of the Enfield office. He or she will be part of a call centre team acting as first point of contact to receive work from clients, update work management systems and allocate workstreams to a team of engineers depending on geographic area. The role will ensure that client requirements are met and in accordance with our company standards. You will be part of a friendly and busy team and you will receive excellent training and support in this role and there will be plenty of scope to improve and enhance your current abilities. In addition, as the company continues to grow there are. This is a 12 month FTC and pays a salary up to £21,500 per annum.
Hours of work
Monday to Friday - 37.5 hours a week
Working hours are on a rota basis and will either be; 08:00am to 16:30pm, 09:00am to 17:30pm or 09:30am to 18:00pm
Key duties & Responsibilities
To be responsible for all jobs raised within the contracts and monitor all jobs for KPI management checks, ensuring that all jobs are attended to within time, completed within time and that all corresponding paperwork and reports are prepared and available for invoicing.
To review jobs received during the working day and allocate accordingly to Engineers.
To review outstanding jobs with reference to specified response times, evaluating the nature and importance of the instructions, ensuring that calls are responded to with reference to both the importance of the works and the contractual response times and updating clients where necessary.
To enter into the “Contract Diary” relevant information of appointments made for engineer attendance/response in order to maximize attendance within response times whilst minimizing standby and travelling time.
To check engineer’s paperwork/PDAs to ensure written details match those reported and to ensure that the engineer’s documentation is correct and accurate and scan any reports to the job, update client including any quotes if required.
To record details of conversations or other forms of communication regarding jobs to provide an audit trail of actions taken.
To record any site-specific information received, and to ensure that any relevant details already held are reviewed and acted upon when allocating jobs.
Where necessary to raise and allocate specialist sub-contractors, giving response, completion and access details, and other relevant information, to ensure compliance with Client requirements.
To chase sub-contractors for engineer reports within the expected time frames, upload on to system and update the client including any quotes if required.
As and when required, compile contract data and associated client correspondence reports.
To provide administration support to electrical contracts managers as and when requested.
To use the client’s database in order to raise jobs on our works management system, update information and request target extensions.
To compile completed jobs and update spreadsheets ready for financial evaluation.
Any other duties as reasonably requested
- Preferably have worked in a call centre or FM office (i.e. Help desk experience)
- Have previous experience working in a customer service environment
- Have a confident telephone manner
- Be able to cope with a high volume of calls at times
- Have strong communication skills
- Have a positive and flexible approach to work
- Have the ability to plan and prioritise their work in order to meet targets and deadlines
- Have good problem-solving skills
- GCSES or equivalent/relevant experience
- Excellent IT Skills
- Good knowledge of Microsoft Excel/spreadsheet
- Must be Immediate or able to start at short notice
- Must be able to fully commit to a 12 month FTC
- Due to location of offices have a full UK driving licence/car