QUALIFICATIONS AND EXPERIENCE

• A background in resource planning or logistics.
• Minimum 3 years experience in the facilities/maintenance or related sector.
• GCSE Math and English grades A-C (4-9)

SKILLS

• Strong customer care skills and excellent attention to detail.
• Strong IT and administration skills.
• Ability to work to deadlines.
• Strong communication skills.
• Ability to multi-task and prioritise workload.

THE ROLE

An exciting opportunity has arisen with DMA Group for a Service Partner Coordinator (SPC) to join our Customer Service team, working at our office in Rochester.

RESPONSIBILITIES

The SPC is usually the first line of communication with our Service Partners and is responsible for management of relationships with new and existing accounts.
The SPC will provide dedicated support to our Service Partners and customers and be proactive in the continual improvement of the customer experience.

As a SPC, duties will include but may not be limited to:

• Take ownership of all service partners, ensuring they deliver their work on time, provide all required information promptly, and are actively managed and held accountable for their performance.
• Be accountable for your SP work, acting on your own initiative, and be empowered to make decisions that ensure successful delivery.
• Ensure recommendations and specifications for further works from the SPs are clear and concise before sharing with the customers.
• Ensure RAMs are obtained, if required, and ensure these are clear and concise before sharing with the customers.
• Operate the pre-qualification process on BiO® and onboarding of SP.
• Train partners in BiO® operation.
• Planning of jobs (if SP not on BiO®)Frontline first response to customer communications, providing timely, accurate, friendly and professional service.
• Ensure a high standard of customer communication and service are consistently delivered.
• Respond to customer queries professionally and within agreed timeframes.
• Planning and confirmation of maintenance engineer visits, ensuring attendance is agreed in advance and clearly communicated.
• Provide information and communicate clearly to customers to make sure they are updated on job status, scheduling and any changes to plans.
• Work closely with the rest of the Operations team to ensure we meet our SLA.
• Manage the compliant status of all assets serviced by SP.
• Maintain up to date qualifications for SP engineers.
• Purchase orders and billing of work in progress.
• Understanding of customer contracts and ensuring the correct service is received.
• Dealing with customer problems and ensuring issues are dealt with in a timely manner.
• Ad hoc tasks as required.