Role over view
An exciting opportunity for a driven individual who is looking to become part of an ambitious and growing business. You will be joining our clients established and successful organisation and become a valued member of the operations team. The role utilises the latest SaaS technology systems and requires continues two- way communication to successfully coordinate the engineering team. An individual with the ability to confidently learn and operate new software systems would thrive in this position.
Key responsibilities
* Prepare the preventive maintenance schedule monthly in line with company KPI’s.
* Maximise technician time by ensuring effect scheduling.
* Identify if SSP’s are required, and work with the partner specialist to ensure the scheduling.
* Review and effectively reschedule jobs that have not completed.
* Communicate and build relationships with our customers,
* Deliver an unrivalled customer experience by answering customer calls, in line with the company target of 80%+ within 15 seconds.
* Respond to customer emails within 48hours to ensure efficient communication.
* Administrating job reports from the field engineers.
* Raising customer invoices within 7 days of engineer attendance.
* Responding to reactive works in a proactive way, Raising further works, and quoting requests within 24 hours, from engineer job reports.
* Work in line with relevant KPI’s to ensure we are meeting customers SLA’s and our accreditation.
* Manage and prioritise your workload in a fast-paced environment.
* Working closely with all members of the operations team
* Working closely with account managers to provide a high level of customer service
* Be involved in supporting new customer support software’s.
* To provide cover to colleagues in the operations department when the need arises
* Answering emails & telephone calls from internal colleagues
Benefits:
* 9 day working fortnight
* Careers progression via both technical and managerial pathways
* Wellness & Employee Assistance Programme (EAP)
* Perkbox access to a huge range of free perks and discounts
* Quarterly one-to-one check-ins with your line manager
* 25 days’ holiday, plus Bank Holidays, increasing to 35 days (1 day extra per annum to 30 days and a further 5 days after 10 years)
* Flexible and remote working where possible
* Team member of the month recognising outstanding contribution
* Annual company day to share successes and strategic plans
* Death in service insurance
* Salary sacrifice pension scheme
* Max 3 year old company vehicle