Hours of Work
8am-5pm, Monday-Friday
About Us
CFM are a leading NI Facilities management company delivering total integrated building service solutions throughout the public and private sector. The business has grown rapidly over the last 5 years and currently has a 350 strong all‑trade workforce.
Location
Castledawson, Deerpark Road
Your New Opportunity
This role operates within a fast‑paced environment and is responsible for the planning and scheduling of job orders, ensuring efficiency and cost‑effectiveness whilst providing a first‑class service to our customers. It requires teamwork and close liaison with all stakeholders to manage targets and workflows effectively on a daily basis.
Key Responsibilities
* Be the initial point of contact for tenants for urgent, routine, and adaptation works.
* Schedule customer appointments and create events.
* Notify customers on the planned arrival of workers.
* Assign jobs to relevant trade/department within the required job category via computer communication whilst considering cost, customer service, and resource availability.
* Raise survey events on new COTs, Adaptions and Response jobs.
* Monitor progress of all jobs to ensure scheduled works are completed and PDAs are completed correctly.
* Liaise with administration team, supervisor and management to answer queries and review works in progress.
* Liaise daily with client district maintenance officers/administrators.
* Monitor required completion dates and ensure they are met, requesting extensions where required.
* Deal with queries and complaint resolution.
* Maintain standards and processes to reach KPI targets.
* Support other planning areas when required as part of a cross‑functional team environment.
* Review KPI prior to monthly meeting and prepare any documents needed for possible challenges.
* Prioritise customer orders by due date to support the company in meeting target deadline KPI.
* Escalate issues promptly to management and help resolve problems in a timely fashion.
Essential Requirements
* IT literate, proficient in Microsoft Office.
* Previous experience of scheduling/logistics.
* Experience in customer service and customer excellence.
Preferred
* Experience operating within a face‑paced construction industry with a focus toward housing maintenance.
* A Degree / HND in a related discipline.
Competencies
* Excellent communication skills with the ability to manage client relationships.
* Strong planning and organisation skills.
* Ability to work on own initiative and as part of a cross‑functional team.
* Ability to work accurately under pressure and meet deadlines & targets.
* Good understanding of operating costs and productivity levels.
* Knowledge of construction and the skills of the team members.
* Good customer service/customer care skills.
* Ability to deal with the unexpected and good problem‑solving skills.
Skills
Excel, Call handling, Planning & Organising.
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