Job Advert
The Eric Wright Group has a fantastic history. From our beginnings in construction to an award winning group of companies, our reputation is built on our Chairman's founding principles of a company that must be profitable, ethical and farsighted, as a result we have people, community and social value at our heart.
This is an exciting time for Eric Wright FM. If social value and profit for a purpose is important to you, as well as working as part of a wider Group with an experienced and supportive team then this is the role for you.
OUR VALUES INTEGRITY | EXCELLENCE | RESPECT | INNOVATION
The Role
We are looking to recruit a highly motivated and experienced Customer Services Advisor to support our customer service and compliance teams. This role is essential in ensuring high standards of customer satisfaction and compliance with stringent contractual KPIs and SLAs, particularly in managing high-risk contracts. You will be responsible for proactively maintaining and monitoring reactive tasks and assets across multiple portfolios. Ensure adherence to planned contractual SLA’s/KPI’s and escalate any issues as appropriate – ensuring resolution to these issues. Work closely with your peer group, EWFM FM’s, Operations Managers, Building Consultancy, Technical and Compliance Teams to ensure compliance across the client portfolio in terms of Planned Maintenance
1. To maintain good service delivery to our clients in terms of reactive tasks
2. To amend resourcing on reactive and scheduled tasks to align with mobile site supervisor’s schedules – as required
3. To jeopardy manage the completion of tasks and scheduled tasks in accordance with contract / client requirements
4. To ensure that all service documentation is stored correctly using the mandatory naming conventions
5. Support both the Facility Managers and clients in the retrieval of supporting evidence for planned maintenance regimes
6. To escalate any non-performance issues of supply chain or internal resources in relation to completion of planned maintenance and scheduled tasks to Customer Services Manager as necessary
7. Responsible for client reporting regarding planned maintenance as determined by the client contract
8. Progress remedial works identified following planned tasks and jeopardy manage such works to ensure the contractual KPIs/SLAs are adhered to
9. Provide performance management reporting on reactive work to internal and external stakeholders as required
10. Proactively manage continuous reduction of aged reactive work orders
11. Progress and monitor the quotation process aligned to the requirement of remedial works
12. Undertake audits of planned maintenance and scheduled tasks and report any findings to the Customer Services Manager
13. Routinely inform the Customer Services teams of any contract or financial changes
14. Take responsibility for and escalate where necessary all high risk tasks
15. Proactively manage continuous reduction of work orders and scheduled tasks
16. To provide support to the Facility Managers and Compliance and Technical teams in relation to the mobilisation of new client contracts e.g. establishing planned and schedule tasks within Concept Evolution
17. General administrative support and other appropriate duties as directed
18. Contribute to company objectives by meeting own performance objectives
About You
19. Prior knowledge of technical aspects of planned maintenance tasks/regime
20. An effective communicator both oral and written
21. Extensive planning and organisational skills
22. PC literate with good knowledge of MS applications
23. Good all round administration and time management skills
24. Accuracy and attention to detail
25. Comfortable in a high pressured environment
26. Have the ability to work on own initiative in an organised, methodical and self-motivated way.
27. Flexible and adaptable approach to work
28. Have proactive “can do” approach
In return we offer
Competitive Salary
Enhanced annual leave starting at 26 Days + bank holidays rising with service
Learning and development - we offer a range of learning opportunities to develop talent at all levels within our business focussing on technical competence, upskilling, compliance and governance and career development.
Pension — 6.5% employer contribution of your salary into your pension to help you save for the future
BUPA - optional scheme and can include your family to the scheme (50% contribution)
Company sick pay scheme - Up to 20 days full pay in a rolling 12 month period
Group Income Protection – 50% of your salary covered for 3 years for long term illness
Enhanced Paid Family Leave - maternity, paternity, adoption, fertility, compassion, bereavement, crisis, emergency dependants, and much more
Hybrid working - manage your own diary, working in the office, at home or out with clients
Onsite Nursery – Our Sceptre Nursery is discounted for our employees and based on site at Head office
Onsite gym – we have a gym on site at Head Office which is free to use
Company Doctor – for when you can’t get to see your own or if you have any health concerns
Virtual GP - 24/7 access for when you need to speak to a GP
EAP – Employee Assistance Programme through Health Assured, supporting you and your family with advice, guidance and counselling on a variety of areas such as health, fitness, home life, finances and much more.
Mental Health support – through the Thrive app, approved by the NHS, provides tools, to tackle, prevent and manage common stressors such as sleep, bereavement, work issues etc. Also provides relaxation, breathing and meditation techniques and measures impact.
Savings scheme – Put aside an affordable amount for a rainy day in the future
Recognition awards – awards for long service and special birthdays
A comprehensive health and wellbeing strategy focussed on physical, emotional, financial and career wellbeing
Our Ethos
Working at the Eric Wright Group of companies is truly special. Owned 100% by the Eric Wright Charitable Trust, we are a commercially focused business with a social purpose, which means that after reinvestment in the business, our profit is donated to charity via the Trust. This ownership structure provides a high level of stability for the Group and supports longer-term commercial and charitable strategies. Our reputation is built on our Chairman's founding principles of a company that must be profitable, ethical and farsighted, as a result we have people, community and social value at our heart. The companies across the Group regularly collaborate to deliver outstanding results on bespoke projects for both public and private sector clients.
We are extremely proud of our dedicated, passionate and friendly colleagues who live our values and work hard to make a difference in communities every day.
The Eric Wright Group is committed to safeguarding and promoting the welfare of its employees, contractors and clients and expects its people to share this commitment. Successful applicants may be required to undertake a Disclosure and Barring (DBS) check or Disclosure Scotland check and to provide proof of their right to work in the UK. We are committed to equal opportunities, inclusion and fairness across all employment opportunities and service delivery. All managers and employees are expected to promote our values to ensure our workplaces and services are inclusive and accessible.
Department EWFM Contract type Full time Hours 37.5 Monday to Friday between the hours of 8am to 5pm on a rotation Salary Competitive with excellent benefits Benefits Competitive