Job Description
Faults & Maintenance Coordinator
We are seeking an enthusiastic, forward thinking, and motivated individual to ensure the effective delivery of the extensive activities that underpin ESP’s operational responsibilities, with a particular focus on fault co-ordination, asset maintenance and building effective relationships with internal and external stakeholders.
Key Responsibilities
Build and Develop Technical Knowledge that supports the key aspects of the role, this is required to support communication with key stakeholders and ensure that the appropriate action is followed dependent on the circumstances of a fault/report etc.
Foster and Maintain Effective Relationships with external stakeholders and third-party providers, ensuring effective lines of communication between all relevant parties, guaranteeing appropriate individuals are briefed of any pertinent issues or matters.
Provide Support and Assistance to interdepartmental core activities as may be required, such as providing comprehensive handover details to Operations Engineers for ongoing works.
Offer Guidance and Direction to the Operations Department with regards to the managing of planned/unplanned supply interruptions and associated compensation activities and processes, sharing regular updates to all call takers, providing advance notice of planned shutdowns, and overseeing the compensation process.
Demonstrate Strong Organisational and Prioritisation Skills through the coordination of planned supply interruptions, ensuring all relevant parties have been effectively communicated to within regulated timescales. And in the instance of unplanned interruptions prioritising tasks effectively to ensure safety, eliminate risk to life and enable restoration within as shorter timeframe as possible.
Act as Escalation Point for consumers offering vital information regarding ESP’s compliance to government, industry, and business regulations, whilst confidently handling difficult conversations.
Demonstrate Ownership of Core Processes that are relevant to your role; promptly communicate any training needs, identify areas for improvement and support the maintenance of process documentation (standard operating procedures etc).
Contribute Performance Data through monthly reporting to ensure the KPIs, SLAs and compliance regulations are met and offer feedback on what needs to be done to maintain or improve performance as needed.
Raise Issues & Contribute to Problem Solving speak up when something isn’t working, highlight issues with processes or stakeholders and play an active role in exploring the root cause of these issues and identifying the potential solutions.
Demonstrate Agile Written Communication Skills through the process of recharging the cost of fault attendances to developers across the region, ensuring that all required evidence is captured, and feedback is communicated appropriately to the relevant stakeholders.
Accountable for Personal Development by collaborating with line manager to ensure relevant objectives are in place, and that effort is made to ensure these are achieved in addition to attending all relevant training required to fulfil responsibilities.
Maintain a Strong Team Brand Image across all internal and external communications, including behaviours and conduct in the office, striving to demonstrate ESP’s key value and support a positive reputation individually and as a team.
Person Specification
Must have:
* Excellent communication skills across a variety of channels
* Ability to remain calm under pressure
* Full working knowledge of Microsoft Office
* Ability to effectively prioritise tasks
* Flexible & adaptable approach to working
* Ability to build strong relationships
* Strong organisational skills with high accuracy and attention to detail
* Comfortable working in a team environment
Nice to have:
* Experience producing management information and reports
* Experience of working in a KPI-driven environment
* Innovative approach to problem solving
* Experience of independent decision making
* Ability to adopt a wider perspective than the immediate bounds of your role
* Ability to work in a fast-paced environment
* Industry knowledge
* Ability to support out of hours on call rota duties