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.
This role will support our University of the West of England contract.
- 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.