ROLE OVERVIEW:

To assist various Contract Managers in the smooth and effective administration of the Contracts. Liaising with other team members to ensure a consistent and professional approach.

WHAT YOU’LL DO:

• Identify client requirements through telephone, Request Portal, and e-mail communications. Raise and manage to completion PPM and reactive Work Orders in a CAFM System to deliver KPIs.
• Progress both colleagues and suppliers to ensure that EMCOR UK SLAs are met.
• Record and respond to Compliments and Complaints.
• Produce Quotations, chase approvals and arrange for work to be carried out via raising Purchase Orders to subcontractors and arranging for access to Site.
• Maintain and update the CAFM Work Order Records to ensure complete clarity of job progress, managing Work in Progress and ensure timely closure.
• Achieve closure of Work Orders to financial deadlines to ensure prompt payment.
• Take ownership for managing Work Orders from the first telephone call through to client feedback following completed works and manage electronic filing.
• Use your knowledge of a facilities environment to assign the best resources to the type of work being requested, overcome obstacles to completion, and proactively update stakeholders on the progress of works.
• Identify improvements to standard procedures to ensure that controls exist, and information is shared to proactively protect against risks/service failure.
• Develop strong relationships with the client, direct customers, colleagues, and subcontractors, sharing knowledge and experience with the wider team.
• Support the Operational Teams with potential complaint situations and make effective steps to avoid and or resolve these situations and issue reporting in a timely manner, improve performance by identifying individual or trending issues or gaps in service.
• To comply with instructions relating to security and confidentiality.
• Support Finance Administrator with invoicing- monthly service and extra works.
• Maintain paperwork and folder associated with facilities department- timesheets, delivery notes.
• Ordering of goods for office services- uniform, cleaning consumables & equipment, stationery, H&S items etc.
• Support the facilities team during busy periods or sickness/annual leave in room set-ups, post room duties, taking deliveries etc.
• Act as Fire warden and first aider- Full training to be provided
• Excellent planning and organisational skills with experience of working under pressure
• Distribute tasks from the help desk to the relevant facilities team
• Close tasks down after completion by the facilities team
• Liaise with wider team members to ensure the best resolution, consistent with the contract
• Liaise with relevant Contract staff and subcontractors in relation to all aspects of service desk requirements and that required information is returned in a timely manner. Respond to queries, amend data and re-issue tasks as required.
• Carry out monitoring of Agility data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI’s and SLA’s
• This list is not exhaustive, and you may be asked to carry out additional duties from time to time to support the needs of the business.