Why work for us?
Established in 1998 Lancer Scott offers renowned high-quality construction projects and facilities management services, often competing and winning work from our much larger competitors. We are based in the heart of Bristol in a modern open plan office with great facilities.
To ensure our business remains fully supported we are investing into our people strategy and infrastructure to give our employees the tools to perform to the best of their ability. If you would like to join a rapidly expanding business that can offer up good opportunities for career development and professional personal growth, you should apply today and lets talk.
What is the purpose of the role and expectations?
As the first point of contact for both internal and external clients, you will play a crucial role in supporting the business by managing and processing new and existing work orders through our internal systems. This position is a key part of the Service Delivery Team, helping to ensure we consistently deliver exceptional service to our clients.
This is a busy, friendly team who pull together to meet the SLA’s set by our client. You can be part of that success and we will fully support you with the right training to help you thrive.
What will be my core responsibilities?
* Manage and monitor workflow statuses within the CAFM system, ensuring accuracy and efficiency.
* Process work orders in line with client SLAs, KPIs, and internal procedures, maintaining a high level of service delivery.
* Answer all incoming calls into the business promptly and professionally, ensuring clients and engineers receive a positive first impression and a seamless experience.
* Communicate effectively and build strong working relationships with FME engineers and suppliers to obtain accurate updates, ensuring all works are completed within contractual timeframes.
* Maintain accurate diary management, ensuring all tasks assigned by Senior Contract Support and the wider team are completed on time.
* Support Account Managers and the Head of Service Delivery in meeting all client requirements and service expectations.
* Foster a collaborative and positive team environment through clear communication, sharing knowledge, and supporting colleagues.
* Confirm routine visits (6w/8w/12w) are locked and covered.
* Overlay PPMs (emergency lights, EICRs, thermal imaging etc) onto planned visits.
* Escalate any overloads or risks to RSDM.
* Check and Update job statuses in Epix multiple times throughout the day. Awaiting allocation, further visit, stalled, held by operative, awaiting client instruction & issued.
* Check job closure evidence uploaded (photos/test sheets/notes etc).
* Check any missed WOs from the day before and schedule back in within the SLAs
* Raising works following a pulse visit, within 24 hours.
* Answer all inbound calls from client, engineers, and subcontractors within 7 seconds.
* Cover administration tasks within lunch hours and when required.
What skills and experience do I need to be successful in this role?
* A customer-focused attitude with a practical problem solving approach.
* Excellent communication skills as the first point of contact for our key client and engineers.
* Well developed organisational skill with the ability to prioritise effectively in a fast paced environment.
* A collaborative approach to contribute to team success