Act as a central point of contact for customers, taking responsibility for the coordination of services covering CCTV, Access Control, Intruder Alarms, Fire Alarms 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