Act as the first point of contact for all incoming support requests, ensuring they are logged, prioritised, and allocated efficiently.
Coordinate and dispatch jobs to engineers and sub-contractors in line with service level agreements and operational requirements.
Manage and monitor job progress, providing regular updates to clients and ensuring timely completion.
Liaise closely with engineers and internal teams to resolve issues and maintain service standards.
Participate in Teams meetings, including daily conference calls with engineering teams, and occasionally with clients.
Build and maintain strong working relationships with clients, effectively acting as a key point of contact and supporting key accounts.
Work closely with Contracts Managers
Prepare and produce reports for clients and Contracts Managers, ensuring accuracy and timely distribution.
Deliver a high level of customer service, managing client expectations and responding proactively to meet demanding service requirements.
Escalate issues where necessary and take ownership of resolving queries through to completion.
Maintain accurate records and documentation of all interactions, job updates, and resolutions.
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