As an industry leader, this company has been successfully trading for over 35 years installing, commissioning and maintaining life safety systems to its customers.
The role naturally suits customer focused individuals that have a real desire to interact with purpose, delivering results through the coordination of telephone and field-based services. As safety compliance is our primary responsibility you will work to ensure our customers have fully working systems though combination of planned and reactive maintenance. Your work style and customer focus will drive measurable improvements as you develop customer accounts through the delivery of a best-in-class service provision.
Working in support of the Service Delivery Manager you will have set customers under your management and be responsible for the complete processing of their work. Through your proactive management the company will continue to be the ‘Safety Partner of Choice’. To do this you will need to develop strong working relationships with the companies Engineers, Subcontractors and Suppliers ensuring they have the necessary information and supplies to carry out their work.
Key Responsibilities
* Act as a central point of contact for customers, taking responsibility for the coordination of services covering Fire Safety and other associated systems.
* Ensure site and customer compliance through the timely scheduling, booking and coordination of works.
* Ensure new sites are ‘On Boarded’ correctly and contracted site renewals are managed.
* Through resource and diary management maximise the utilisation of field based engineers and subcontractors.
* Proactively work with engineers, subcontractors, suppliers and other relevant personnel to meet customer needs.
* Manage and respond to customer queries in a customer and business focussed manner.
* When issues arise take proactive responsibility for them ensuring the appropriate urgency is in place as part of a planned well communicated response.
* Maintain accurate records of service activities, customer interactions, and other relevant data.
* Ensure all customer work is quoted and billed correctly, where issues are raised address them in a timely manner to support timely payment.
* Prepare reports and documentation as required.
* Escalate complex problems and higher level technical matters to an appropriate manager as needed.
* Monitor performance against customer and internal KPI’s.
* The above job description is a general outline of the key responsibilities and qualifications for this role and you may be asked to carry out other duties as required to support the Group.
Key Skills & Experience
* A levels or equivalent, with the minimum of GCSE Grade B in English and Maths.
* Strong Communicator, both written and verbal.
* Strong Attention to Detail.
* Proactive Mindset.
* Target Orientated with a proven track record of delivery measurable results.
* Minimum of 2 years’ experience in a fast-paced office environment, preferably coordinating field based services.
* Experience of directly managing a customer case load.
Measures of Success
* BAFE & Safety Compliance
* Customer Satisfaction / Retention
* Engineer Billable Utilisation
* Invoiced Revenue