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