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 and have enjoyed significant success, particularly in the last 4 years with turnover increasing from £56 million in 2020 to a projected £125 million for 2024/2025.
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 let’s 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.
You will be held accountable and responsible for specific Accounts/ Contracts and understanding the contract scope. Carrying out all elements of works, Reactive works, Quotes works & Compliance. Ensuring all information on each work order within Lancer Scott CAFM system EPIX & Client portal always remains current and up to date and scheduling all works within the FSLA meeting client expectations.
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?
* Build strong relationships with external and internal clients, delivering an exceptional client experience.
* Confident, clear and professional communication skills, telephone and written.
* First point of contact for clients and engineers that are contacting the Service Delivery Team by phone or email.
* Ensure all work orders are recorded accurately, allocated and processed in line with the process via our internal CAFM system and client portals. Ensuring all information remains current.
* Respond to enquires from our Clients, Account Managers and Engineers within set timescales.
* Responsible for specific workflow status within our CAFM system.
* Ensure work orders are processed meeting client SLAs, KPIs and internal process.
* Communicate and build strong relationships with our engineers and suppliers to obtain detailed updates to provide to our clients, ensuring works care carried out and completed within contractual SLAs.
* Maintain diary management and ensure that all tasks set by Team Leader and Head of Service Delivery are completed with the correct timeframe.
* Meet all client requirements set by Account Mangers & Head of Service Delivery.
What skills and experience do I need to be successful in this role?
* A customer-focused attitude and willingness to problem solve and help.
* Strong attention to detail.
* Happy and able to work at pace and be flexible to respond to customer needs.
* Excellent organisational skill with the ability to multitask, prioritise and meet deadlines.
* Proficiency in Microsoft Office Suite including Word, Excel and Outlook and to learn new systems.
* A professional communication style, both written and verbal.
* A collaborative approach to contribute to team success