Role objectives
* Working as part of a team you will be a central point of contact for Estates in receiving, allocating and completion of both Planned and Reactive jobs, ensuring SLA & KPI are met. Your role will be to take full ownership of each request and know how to come up with the best solution in a fast paced environment. Your excellent communication skills and service delivery will demonstrate a high level of accuracy and customer focus. You will have the opportunity to demonstrate your excellent customer service skills through a range of access channels.
* Working in a challenging environment, with direct support from the Estates Management team you will have autonomy and responsibility to provide a first contact solution which meets our client's needs.
* The successful candidate will be customer focused, flexible and adaptable, recognising the importance of innovation and continuous improvement.
Main duties
* To receive Estates jobs via telephone; email; portal etc and log the requirements on the CAFM system (Concept).
* To assign and re-assign planned and reactive works to appropriate resource, paying attention to location, expertise and response targets.
* To accurately record all information necessary, to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
* To monitor action and elevate incidents as appropriate to achieve agreed Service Levels and to keep customers informed of status and progress of resolution.
* To develop and maintain a good understanding of the core CAFM application, the Facilities Management (FM) services provided to customers, and all relevant process and procedures.
* To ensure that the engineers' days are optimised to drive maximum productivity from the team.
* Monitor engineer activity and respond to issues as required and ensure non productive time is accounted for on the CAFM system.
* Ensure all jobs marked incomplete by engineers are followed up and reallocated as appropriate.
* Arrange third party attendance where required, raising appropriate Purchase Orders and work requests, and obtaining required completion information.
* Ensure all jobs are completed within the required response times.
* Deal with communications in a professional and prompt manner.
* Escalate issues with specific jobs, clients, or engineers promptly.
* Ensure full audit trails are maintained and evidenced where required.
* Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery, or risk to health and safety, or the environment.
* Report any issues or training needs to your Line Manager.
Person Specification
* Ensure that communication (spoken and written) is accurate and informative.
* Ensure that implications of any recommendations are clearly communicated and understood.
* Understands the customers underlying issues and takes positive action to resolve.
* Uses knowledge and experience and takes actions beyond normal expectation when required.
* Effectively communicates to strengthen Mitie's relationship with the customer and stakeholders.
* Keeps other team members informed and shares knowledge and expertise.
* Displays a positive attitude to challenges that the team face.
* Actively offer support to team members.
* Identifies ways to make improvements for the team.
* Responds positively to and acts on customer feedback.
* Share experience and seeks advice from the team about customer issues.
* Experience within a customer service helpdesk environment preferred, including working to targets.
* Computer literate, particularly in MS Office and/or service request software.
* Knowledge of FM and associated software packages an advantage.
* Strong communication skills.
* Ability to listen attentively, identifying important information and capture that data accurately.
* Problem solving and flexibility.
* To contribute to building an effective and cohesive team by taking ownership for own performance, maintaining a positive attitude at all times, meeting attendance requirements and being flexible to meet business requirements as the need arises.
* We are looking for someone who remains calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels. Continuously pursue high standards, embrace change, recognise improvement opportunities and learn from experience.
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