Overview
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.
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. This role will require teamwork and liaise closely with all stakeholders in the business and assist daily in managing targets and workflows effectively.
Key Responsibilities
* Be the initial point of contact for tenants for urgent, routine and adaptation works
* Scheduling customer appointments and creating events
* Notifying customers on planned arrival of workers; assigning jobs to relevant trade/department within the required job category via computer communication while considering cost, customer service and resource availability
* Raising survey events on new COTs, Adaptations and Response jobs
* Monitoring progress of all jobs to ensure all scheduled works are completed and PDAs 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
* Monitoring of required completion dates, ensuring they are met, or extension requested where required
* Dealing with queries and complaint resolution
* Maintaining 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 any 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
* IT literate, proficient in Microsoft Office
* Previous experience of scheduling/logistics
* Experience in customer service and customer excellence
Preferred
* Experience operating within a fast-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
* The ability to deal with the unexpected and good problem-solving skills
Skills
* Planning & Organising
* Excellent customer service
* Scheduling experience
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