פורסם ב: אדמיניסטרציה ושירותי תמיכה ב- לונדון | פורסם: |
Managing the Client/Contract:
* To manage client's expectations as per each individual contracts service level agreement.
* To monitor and oversee all daily services ensuring they are allocated to relevant engineers.
* To investigate service appointments that have had repeat visits and highlight to Contract Managers/Clients as and when necessary.
* To ensure monthly service programme is planned in for all contracts worked on.
* To manage and maintain the service process and ensure it is carried out so that the client’s can follow their legal process.
* To provide legal packs as and when required.
* Provide status and ad hoc reports against the service program for Clients and Contract Manager.
* To ensure all service queries are managed in a professional manner by applying proper telephone etiquette in order to satisfy various customer situations.
Other Duties:
* To manage engineers daily workload, ensuring engineers are in the correct locations with correct amount of daily work.
* To update Servicesoft with correct job notes relating to queries.
* To gather and communicate cancellations of daily work and allocate to call bank to action.
* To be flexible and help out with other areas when colleagues are busy or absent.
* General office administration duties including filing, taking/making calls & photocopying.
* Any other duties as and when required in order to meet the needs of the business.
Collaboration:
* To serve as a focal point to communicate and resolve issues with other departments.
* To meet with relevant manages to ensure effective communication for the smooth running of Contracts.
* Work with and collaborate with Contract Planners and Call Bank to provide effective communication and provide excellent customer service.
* To communicate and check engineers work from the previous day to ensure all jobs are closed down Updating Client Portal as and when required.
Accountabilities:
* Prioritisation and time management of own work.
* Identifies areas for improvements and creates solutions and directive to resolve.
* Fully understands the processes for all Contracts KPI’s.
* Manages and responds efficiently to Clients queries via email or telephone.
Education and/or Work Experience Requirements:
* GCSEs (or equivalent) to include English and Maths (would be an advantage.)
* Computer literacy, knowledge of MS applications (Word, Excel, Powerpoint and Outlook.)