Responsibilities
* Responsible for the execution of the end‑to‑end work order management, including the co‑ordination of all planned and reactive services within remit, detailed planning of work with JLL engineering and our supply chain.
* To accurately record all information necessary to resolve reported service requests, incidents, and complaints, including accurate classification to enable trend analysis.
* To monitor, action and escalate work orders and incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
* Procurement of services from external supply partners, including purchase order creation and service delivery management.
* To develop and maintain a good understanding of the core Corrigo application, mobile and scheduling systems, the facilities management services provided to clients, client systems and all relevant process and procedures.
* To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations.
* To take action to keep up to date with changes to the contract and sharing information learned with the team and wider stakeholders.
* To handle and actively resolve any customer issues according to the Customer Complaint process.
* To be prepared to work on any CEC contracts, projects, and initiatives at short notice to support the changing needs of the business.
Qualifications
* Experience working within an administration/work order/scheduling/mobile resource planning environment; FM is advantageous.
* Experience in coordinating service delivery in a mobile field force environment, including parts management and subcontract service delivery.
* Experience of working in a customer service environment driven by customer SLAs, performance measurement and personal work targets is essential.
* Excellent communication – both written and verbal.
* Ability to stay calm in a high‑paced environment.
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