To lead a team of Administrators providing clear communication around service needs, detailing timescales and KPI reporting, to follow-up and check individual and team performance; provide support and guidance when required to deliver the overall team and departmental performance.
To support the Business Services Supervisor and Head of Business Services to deliver a high quality Administration function which underpins the overall delivery of Engineering service excellence to our customers.
Covers agreed Business Services Supervisor responsibilities in their absence
Accountable for liaising with Contract and Engineering Teams and delivering daily reporting requirements of the team including Contract performance, Engineer diary scheduling, PPM reports to Tesseract & Portals etc.
Accountable for delivering Customer service excellence at all times through professional telephone manner and written correspondence with customers and residents.
Overseeing and escalating contracted service delivery issues to the Business Services and Contract Management Teams once satisfied the Administrator has undertaken all aspects of customer call and engineer scheduling to standard within timescales.
Overall responsibility for the allocated contracts customer portal interface in ‘real time’ to provide customer confidence, satisfaction and accurate Portal KPIs for Contract Manager customer meetings, based on the Administrators system processing.
Weekly performance and KPI performance progress meetings with team Administrators identifying team members’ performance and recognising high performance, meeting standard and where performance is below standard, providing training, guidance and support to redress in conjunction with the Training Co-ordinator. In the event of continuous under-performance, escalate to the Business Services Supervisor/Head of Business Services once all supportive actions have been demonstrated and undertaken.
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