Job objectives and responsibilities Hours of work are 8-5 Monday to Friday

· Build and maintain effective professional customer relationships and communications

· Answering all incoming calls with a professional manner

· Help manage customer service delivery and communications as part of the service department

· Communication and liaison with the service team, engineering team, projects team, subcontractors and equipment suppliers

· Updating relevant customer records on system database

· All admin duties completed within timely manner

· Adhoc duties assisting with service desk

Main duties

· Handling and processing of customer orders, enquiries and all communications

· Answering all incoming calls with a professional manner

· Updating all customers with professional email etiquette

· Processing and maintaining customer records

· Loading all reactive works on C4W with correct SLA's

· Prioritising with good attention to detail all call outs received regarding SLA's

· Ensuring all call outs logged have correct information within C4W - ie purchase order, reason code, loaded against correct call type, contact name & number, full descriptions of works required

· Liaising with scheduling team regarding all P1 & P2's received, ensuring all are put into correct Regional unallocated pot

· Uploading updates on web portals or via email - mainly job numbers via email or Maximo or anyother portal

· Liaising between internal departments to resolve any customer issues

· Distributing engineers follow-on calls to the correct team - scheduling, procurement or amending system

· Distributing follow-on calls from engineers PDA's to relevant teams/schedulers

· Ensure that all procedures in place within the BMS are followed

· Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop service teams objectives

· Assist with scheduling team updates to customers

· Excellent attention to detail

· Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager

· Carry out any other duties as requested by Mangement

Person Specification

· Excellent customer relationship skills with professional telephone manner

· Team player who is capable of working autonomously in supporting service team and customer queries

· Advanced communication and organisational abilities

· Familiar with Microsoft applications, preferably advanced

· Commercially astute, used to a contract operating environment with SLA's and KPI's

· Enthusiam in a growing and customer focused environment

· Familiarity with CASH for windows or equivalent is desirable

Health and Safety responsibilities

· Follow Group and company policies and procedures at all times;

· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;

· Use all work equipment and personal PPE properly and in accordance with training received;

· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

Information Security

·

· Proactively identify and report security risks to your manager;

· Report actual and suspected security incidents;