ROLE OVERVIEW

To be the point of contact for engineers, cleaners, and relevant third-party contractors, liaising between them and sites. This includes booking them in and confirming schedules in advance, ensuring that efficient and effective work plans are in place.

WHAT YOU’LL DO:

Plan and schedule work on a weekly and/or daily basis, scheduling engineers, cleaning operatives, and third-party contractors to achieve the contract deliverables and to define forthcoming work programmes, to include:

• Booking operatives on site adhering to the access process
• Liaise with subcontractors and operatives to schedule appointments/tasks/repairs.
• Ensure engineers/cleaners and third-party contractors’ jobs are completed on time and deliver the highest level of customer care.
• Ensure EMCOR UK staff and third-party suppliers’ have the correct information required to complete the job.
• Effectively plan work programmes, efficiently routing daily schedules to optimise productivity.
• Prioritise emergency works.
• Capture and record actions and approvals for the plan by liaising with operational management.
• Ensure all outstanding works are monitored and reviewed, and that supervisors and managers are informed of progress on a regular basis. Any changes are to be fed into a revised plan and communicated.
• Undertake processing and chasing up of work packages, through close liaison with management and supervisors.
• Drive operational excellence across the portfolio and meet/exceed expectations on KPI and SLA performance, tasks include;
• Answer queries promptly and respectfully.
• Ensure relevant data is updated on a regular basis.
• Communicate any concerns by escalating to supervisor/manager.
• Administrative duties as they relate to the Scheduling and Service Desk functions.
• Ensure that any reported breakdowns and tasking requests are and allocated a unique reference number.
• Maintain clear and effective lines of communication with facility staff and end user community.
• To consult all areas of the business to ensure that our client receives excellent customer service.
• Undertake customer satisfaction questionnaires of completed works and record the feedback. Where the feedback is negative, forward to the appropriate Manager for further action.
• Any other reasonable requests by your line manager