Job description

ectives and responsibilities

· 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 planning team.

· 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

· Planning and scheduling the engineers workload daily

· Recognize the scope of problems and understands the impact of changes on others

· Answering all incoming calls with a professional manner

· Updating all customers with professional email etiquette

· Responsible for identifying potential issues and finding solutions to them.

· 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 helpdesk teams regarding all P1 & P2's received, ensuring all are attend and communicated back to the customer. · 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 workload to ensure SLA's are meet · Distributing follow-on calls from engineers PDA's to relevant teams · Ensure that all procedures in place within the BMS are followed · Assist with helpdesk teams to achieve performance targets and SLA's are met to continue to improve and develop service teams objectives · Assist with service desk 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

· Problem solving skills

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