Job title
HVAC Customer & Operations Support Co-ordinator
Function
JLA HVAC
Location
Ripponden
Reports to
HVAC Ops Admin Lead
About our business
JLA has been providing critical assets and services to a range of businesses and sectors including Care Homes, Hospitals, Schools, and Hotels for over 50 years. These assets and services are crucial in supporting customers with their Laundry, Catering, Heating, Fire Safety, Infection Control, and Air Conditioning.
The company offers a unique, all-inclusive package called Total Care, this rental model allows customers to make a single monthly payment, to receive brand new equipment, and have maintenance costs taken care of.
Role overview
The Hvac Ops Admin manages all works that come from the inbound contact and sales teams. They plan work for engineers and contractors to complete, both real time when a fault is identified, and future planned for preventative maintenance works and/or installations.
It is important that the Hvac Ops Admin plans work to meet customer contract obligations, while ensuring that work is planned with maximum efficiency and that they get maximum value from the business.
The Hvac Ops Admin will collaborate regularly with colleagues and contractors within Service Delivery to ensure works are completed and invoiced on time. They will also work with the field; they are the first point of contact for Contractors, engineers and support the Leads to plan labour availability and report on performance.
Key tasks
* PPM Raise, Allocate, and confirm with sites for clients
* Reallocate PPMS as and when required to ensure correct resource is allocated
* Ensure all paperwork is attached to any client portals
* Assist the customer contact team with queries and help find labour for reactive jobs
* Making outbound calls to customers to plan works in with them
* Managing planning/dispatch email inbox in a timely and effective manner
* Ensure all jobs are planned / allocated within agreed clients SLA
* Ensure all jobs are progressed by engineers/ Contractors within the operating system when they been physically completed
* Review, actions and update the business on the progress of customer works.
* Ensure you work with the Ops Lead to continue to review labour along with demand
* Work with each of the leads to plan and review previous performance
* Share KPI reporting to service delivery management and regional leads to show performance
Criteria
Essential (attributes required for candidate to be considered)
Desirable (attributes can be trained or developed)
Knowledge and Skills (what you know and what you can do)
* Proficient level of computer skills, such as use of Systems, Outlook, Excel etc
* Excellent customer service skills
* Good knowledge of the English language, both written and verbal
* Good organisational skills
Experience (what you have done)
* Experience of working in a customer-facing role
* Experience of managing challenging situations in a customer-facing role
* The ability to provide outstanding customer service
* Experience in working in a fast-paced environment
* Demonstrate experience of taking ownership of customer queries
* Knowledge and experience of working for Heating company
* Knowledge of Repairs / Scheduling / customer contact capacity
* Working With Contractors
Personal qualities
(the way you think and act)
* Excellent communication skills
* Good attention to detail
* Talent for solving problems
* Good time management skills
* Flexibility in support of the customer and business needs
* Ability to interact with other departments and regions within JLA
* Strong team player
* Confidence and eagerness to own and resolve issues by showing initiative and willingness to learn
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