Anderson Knight is recruiting Service Desk Controller for a well-established FM business based in Hillington.
This role is to coordinate and prioritise engineering tasks to ensure optimal workload distribution among team members. To manage the full lifecycle of engineering work orders from initiation through to completion, supporting compliance with contractual SLAs and meeting key performance indicators (KPIs).
Salary - £29,285 - £31,182
Hours - Monday to Friday 8am-5pm, with the occasional Saturday (1 in every 7).
Key Responsibilities:
• Coordinate and manage the team’s workload to ensure efficient task distribution.
• Allocate engineering resources effectively to meet customer deadlines and project milestones.
• Support the achievement of customer KPIs by contributing to consistent and timely service delivery.
• Help ensure the team adheres to established procedures and quality standards.
• Promote a positive customer experience, addressing complaints professionally and promptly when required.
• Monitor the needs of both customers and engineers to maintain balance in a high-demand environment.
• Take ownership of and manage the backlog within the assigned region.
• Escalate critical issues to the management team and support their resolution as needed.
• Collaborate with the Systems team to maintain consistency in system processes and usage.
• Identify opportunities for service desk improvement and work with relevant teams to implement enhancements.
• Maintain an understanding of customer contracts to help ensure KPI targets are met.
• Provide support to the customer service team as necessary.
Key attributes and skills:
• Proven experience in a coordinating role is essential.
• Proven management experience is essential.
• Experience in the service industry is preferred but not essential.
• Extensive administration knowledge on Excel and Microsoft packages.
• Ability to work as part of a team.
• Able to juggle multiple tasks and remain calm under pressure.
• Ability to build great rapport with customers and team members.
To apply for this excellent opportunity, please forward your CV in complete confidence