Address
Form of work
SalaryPosition Overview
To work within the Operational Service Centre (OSC) as part of the Operational Admin team. The main purpose of the role will be to support the Admin team, Operational field teams, accounts and any other relevant department to deliver a high level of service to meet our customer needs and expectations.
Main duties
- Providing contract support to both customers and colleagues
- Engaging with suppliers to support the resolution of service failures as they arise and updating colleagues as required
- To ensure escalation of any pending issue to Management within the SLA agreement
- Develop and maintain good working relationships with internal and external customers
- Collating and data inputting information into relevant reporting system (CAFM database's)
- Creating and maintaining business reports / records of activity / databases
- Researching company databases, live or archived reports
- Following up on requests for support
- Preparing documents to send to internal teams and/or external customers
- Writing and editing company correspondence
- Coordinating and managing group mailboxes
- Giving feedback on Operational Support efficiency and suggesting possible improvements
- To carry out any other duties required by the business within the scope of the role.
- To ensure customer care principles are always practised
- To adopt a flexible and proactive approach, responding to frequently changing work priorities
- To support and maintain office Health and Safety rules
Knowledge skills & experience
- Experience in adhering to customer and business KPIs and SLAs
- Ensures the safety and wellbeing of themselves, their team and colleagues
- Demonstrable ability to monitor and respond to short term work volume variations and ensure team functions are covered to meet the demand
- Experience of working in a fast-paced environment
- A high level of accuracy and attention to detail
- Good organisational skills and a proven ability to meet deadlines
- Working knowledge of Microsoft Excel and other Microsoft applications
- Good communication skills
- Experience of reporting and communicating data to both clients and other team members
- Good at problem solving
- Good multi- tasking skills
- CRM database knowledge is desired
Person:
- Customer focused ethos with a "Can do and does" attitude
- Team focused with a caring and approachable attitude that encourages team collaboration and advice sharing
- Thrives in fast paced work environment
- Actively encourages team work
- Passionate about quality and service delivery
- Maintains effective work behaviour in the face of setbacks or pressure
- Solutions oriented, providing explanations and proposed resolutions to problems rather than purely identifying problems
- Well organised, with the ability to multi-task, prioritise and manage competing demands
