Reporting to: Senior Planner
Start Date: Immediate
Working Hours: Mon – Fri, 8am – 5pm
Job Type: Full-time, Permanent
Job Location: Office-based
PURPOSE OF ROLE
- To provide high quality, professional administrative support to the business.
- To work closely with engineers’ sub-contractors and our client to deliver a timely well-informed
service to our customer. - To provide high quality professional office-based support to repairs team. Ensure the highest level of
customer focused service is delivered to our customer continuously.
See full job description for more information
MAIN DUTIES
- Deliver a customer focused service ensuring the highest standards of customer service at all times
- Managing repairs and engineers work load recording and strategically planning days with
consideration given to hindering factors - Manage customer expectations ensuring open lines of communication are maintained always
- Up loading information to data base accurately, paying attention to details ensuing data protection
and accurately updating sensitive information on our data base. - Ensure accurate recording of queries and customer concerns
- Avoid failures becoming complaints resolving during telephone conversation working on own
initiative to resolve before becoming a formal complaint - Plan engineers’ workload in advance ensuring communication to all relevant parties ensuring all are
aware of details of a call out - Review and monitor WIP report and FOW regularly to ensure a steady flow and reduction in line with
agreed SLA - Record all updates on data base for knowledge share
- Ensure all updates are relayed clearly and understood within all relevant areas
- Manage emergencies in line with expectations of KPI’s
- Identifying out of scope requests redirecting to correct operational / commercial process
- Managing inbox queries in a timely manner ensuring all details are accurately covered and responded to in line with expectation SLA
- Understand specialist works processes and assign subcontractors providing confirmation of
attendance to site to relevant parties - Cover colleague’s absence and hand over for smooth cover over annual leave
- Raise OOH call outs ensure follow up works are accurately captured logged and planed
- Attend meetings when requested to do so
- Work closely with teams to deliver a high standard of service to our customers and client
- Provide support where needed within the business and carry out ad hoc duties as requested.
- Show an understanding of KPI’s and work to meet and exceed targets
- The ability to follow processes and identify and suggest improved ways of working within the team
- Liaise with engineers regarding job descriptions to ensure clarity surrounding FOW’s and JO’s
- Competent in diagnostic questioning to obtain a full understanding of request
- Understanding of PO’s as required for material suppliers
- Work as part of a team
SKILLS & KNOWLEDGE
- Experience of working in a responsive repair setting
- Experience of managing customer expectations in a customer focused environment
- Have a good understanding of value for money in terms of the most cost-effective way to manage Repairs
- The ability to strategically plan and organise workloads
- A proactive / can do approach to work
- The ability to work on own initiative and take full ownership of role and responsibility
- The ability to work as part of a team and independently
- The ability to follow process and work in a fast pace setting whilst remaining calm and focused.
- Outstanding communication skills both internal and external
- The ability to build and maintain good working relationships with all contacts
- Build and maintain professional representation of the team
- Ability to work occasional staggered shifts covering office 7am – 6pm