Service Operator

at  Graham Group

WHY GRAHAM?

At GRAHAM, we stand out as a leading providerin Facilities Management, but what truly sets us apart is our commitment tobeing an employer of choice. We recognize every individual’s contribution andcelebrate the diversity within our workforce, which drives our success andenhances our business performance.

WHAT WE’RE LOOKING FOR:

We are seeking a proactive and highly skilled Maintenance Compliance Manager with a strong technical background and a passion for excellence. If you have a proven track record in facilities management and a drive to succeed, we want to hear from you!

ABOUT US

GRAHAM FM is a subsidiary of the GRAHAM Group. At GRAHAM FM, we’re not just one of the UK’s leading Total FM providers - we’re also a trusted partner, committed to enhancing the experience and making the lives of our clients’ easier.
Energised by continued growth, and boasting an annual turnover in excess of £948m per annum, we’re committed to investing in our people and creating the conditions for them to excel.

We deliver fully integrated facilities management services across the UK and Ireland. The core disciplines we offer are:

• Building Fabric and Mechanical & Electrical (M&E) Maintenance Services
• Projects and Minor Works
• Compliance Services
• Fire and Security Services
• Energy Services
• Traffic Management

ABOUT THE ROLE

Location: Liverpool
Contract Type: Full-Time, Permanent
Salary: Competitive
Reporting to: Service Delivery Manager
Division: Facilities Management

YOUR ROLE:

As a Service Operator at GRAHAM, you will playa key role in ensuring smooth communication and efficient job managementbetween our clients and engineers. Your attention to detail and organizationalskills will be crucial in maintaining our high standards of performance andclient satisfaction.

KEY RESPONSIBILITIES:

• Client and Engineer Liaison: Act as the main interface between clients and our maintenance team, using in-house software to facilitate communication.
• Job Management: Log and track calls and jobs through our helpdesk software (IFS), addressing requests received by phone, email, or in person.
• Order Processing: Generate purchase orders for engineers and subcontractors as needed.
• Customer Service: Address client and subcontractor queries and complaints as the first point of contact, resolving issues professionally and promptly.
• Performance Monitoring: Oversee job progress against KPIs, manage response and rectification times, and apply escalation procedures when required.
• Data Management: Keep internal systems updated, produce daily/weekly reports, and ensure data accuracy for client and management review.
• Administrative Support: Handle general administrative tasks and communications to support effective service delivery.