To be the first point of contact to our external and internal clients, supporting the business in processing new and existing work orders via our internal system. Playing a key role within the Service Delivery Team to ensure we provide an exceptional client experience. You will be held accountable and responsible for specific Accounts/ Contracts and understanding the contract scope. Carrying out all elements of scheduling Maintenance work and ensuring all information on each work order remains current and up to date.
- Build strong relationships with external and internal clients, delivering an exceptional client experience.
- Be the first point of contact for clients and engineers that are contacting the Service Delivery Team by phone or email.
- Ensure all work orders are recorded accurately, allocated and processed in line with the process via our internal CAFM system and client portals.
- Respond to enquires from our Clients, Account Managers and Engineers within set timescales.
- Ensure work orders are processed meeting client SLAs, KPIs and internal process.
- Maintain diary management and ensure that all tasks set by Team Leader and Head of Service Delivery are completed with the correct timeframe.
- Meet all client requirements set by Account Mangers & Head of Service Delivery.
- Manage and monitor the mailbox throughout the day highlighting emergency call outs for team members to action.
- Ensure all works are assigned to the correct LS Engineer/ Subcontractor via skill set and area and that each day is strategically planned, and all work is to be delivered & completed within the FSLA.
- Manage all works sent to a subcontractor, raising purchase orders at the correct mandate level. Obtaining weekly updates/ ETAs transferring all information to both Lancer Scott CAFM system and Client portal.