Job Purpose
Provide and manage the provision of services to a single government client with multiple education premises. Deliver first‑line lead support within a small team, ensuring excellent customer service and efficient resolution of technical and commercial issues. Establish best practice throughout the support process. Must read and understand project legal documents, apply them correctly, and handle a complex payment mechanism. Log tasks accurately and review daily reports to maintain valid and correct information.
Duties & Responsibilities
* Monitor the operational service level to ensure contract SLA's are achieved.
* Produce performance report in the agreed format at the required times.
* Provide information to ensure timely and accurate submission and payment of financial applications and effective management of invoicing.
* Ensure any potential risks or issues are highlighted to senior managers.
* Provide general support and advice concerning Contract issues.
* Monitor and update the Integral FM management system.
* Analyse any service failures.
* Manage data and record keeping.
* Sub‑contractor management, compliance and desktop audits.
* Coordinate contract requirements to ensure the helpdesk and service teams have a clear understanding of the requirements.
* Provide reports on the Customer Service team's productivity and customer feedback, identifying areas for improvement.
* Manage the small Customer Service team and evaluate performance, ensuring all activities are carried out within the timescales according to the contract and follow up accordingly.
* Ensure that Customer Service is always manned, that enquiries are dealt with promptly and efficiently, seeking guidance and assistance where appropriate on any aspects of service delivery.
* Assist the Customer Service team in dealing with telephone and email queries from clients placing requests for new work, maintenance and repair.
* Take action as necessary to communicate requirements to the relevant stakeholders and contractors as promptly as possible.
* Client liaison to coordinate and schedule work in‑house and for sub‑contracted labour.
Essential Skills
* Able to understand contract conditions and apply them.
* Customer focus.
* Good awareness of Health & Safety working practices, COSHH, etc.
* Competence in a number of disciplines relating to Information Technology (Microsoft Word and Excel).
* Flexible approach to work.
* Work to tight deadlines/targets.
Desirable Skills
* Competent working knowledge of HVAC building systems and fabric elements.
* Knowledge of Facilities Management software.
* Working in a client focused service environment.
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