Responsibilities:
* Providing support to the client and answer calls and emails in a professional and timely manner
* Determine the nature, priority of faults based on information provided by the client.
* Liaise closely with site teams and head office, ensuring accurate processing of quotations and purchase orders.
* Managing the supply chain and drive them to attend within required SLA’s.
* Driving the engineering team to attend to all callouts within required SLA’s.
* To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance with the contract scope and not outside of this.
* Raise and assign work orders to relevant resources.
* Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations.
* Monitoring calls received from the customer through to call completion and updating records.
* Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA’s.
* Ensure QHSE documentation is maintained and readily available using company systems.
* Manage system as a key user on site including PPM records, reactive and reporting.
* Promote and maintain company culture throughout the team.
* Maintain people records such as new starters, leavers, general staff changes, contact details, etc.
* Effective communication with all levels of internal teams and external customers
* Familiar with daily operations and the specific scope of the contract
* Undertake any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager
* Very proficient in the use of Outlook, Word, Excel, Access, and PowerPoint. Excel skills to include basic functions, v-lookups, etc.
* Experience of using Dynamics, Concept, Maximo.
* Experience of a similar customer facing role in a medium-sized business.
* Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities.
* Excellent command of the English language demonstrated through good verbal and written communication.
* Must be detail conscious, accurate and methodical in approach.
* Strong organizational and communication skills
* Able to work systematically and use own initiative.
* Able to work on more than one task at any given time.
* Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently.
* Must demonstrate a powerful sense of customer focus and promote a sense of team spirit and good morale within the office