Job purpose
Provide and manage the provision of services to a single government client with multiple education premises. To provide first line lead support within the small team and the contract dedicated Customer Service environment, providing excellent customer service and ensuring issues are efficiently and effectively understood and resolved with Technical and Commercial support. Establish best practice through the entire support process. Must have the ability to read and understand Project legal documents and apply them. The contract has a complex Payment Mechanism. Correct logging of tasks and the correct response is paramount. To review and check the daily reports with the team to ensure that information is valid and correct.
Duties & responsibilities
- Monitor the operational service level to ensure contract SLA’s are achieved
- Produce performance report in the agreed format at the required times
- Provide information to ensure timely and accurate submission and payment of financial applications and effective management of invoicing
- Ensure any potential risks or issues are highlighted to senior managers
- Provide general support and advice concerning Contract issues
- Monitoring and updating Integral FM management system
- Analysis of any service failures
- Data and record management
- Sub-contractor management, compliance and desktop audits
- Coordination of contract requirements to ensure the helpdesk and service teams have a clear understanding of the requirements
- To provide reports on the Customer Service team's productivity and customer feedback, identifying areas for improvement
- To manage the small Customer Service team and evaluate performance, ensuring all activities are carried out within the timescales according to the contract and follow up accordingly
- Ensure that Customer Service is always manned, that enquiries are dealt with promptly and efficiently, seeking guidance and assistance where appropriate on any aspects of service delivery
- Assisting the Customer Service team in dealing with telephone and email queries from clients placing requests for new work, maintenance and repair
- Taking action as necessary to communicate requirements to the relevant Stakeholders and contractors as promptly as possible
- Client liaison to co-ordinate and schedule work in-house and for sub-contracted labour
Skills, experience and knowledge
Essential
- Able to understand contract conditions and apply them
- Customer focus
- A good awareness of Health & Safety working practices, COSHH, etc.
- Competence in a number of disciplines relating to Information Technology i.e. Microsoft Word and Excel.
- Flexible approach to work.
- Work to tight deadlines/targets.
Desirable
- Competent working knowledge of HVAC building systems and fabric elements
- Knowledge of Facilities Management software
- Working in a client focused service environment
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