Workforce Coordinator

Workforce Coordinator

The Role:

As a Customer Experience Centre Advisor, you are the first person our clients contact when they have arequest or incident that they need us to resolve. The voice of Integral, you are responsible for themanagement of planned and reactive work for your area of responsibility, ensuring the correct prioritisation ofclient requests, efficient deployment of the most appropriate skilled resource and achieving attendance andcompletion of the work within the contractual SLA. You will accurately record all relevant information toenable full end to end tracking of each job and associated activity, while ensuring the compliant completion ofwork and making sure that the required compliance documentation is captured.Creating lasting relationships with your engineering and account counterparts, you will work together to drivework resolution and identify ways to improve the scheduling of work.Delivering excellent customer experience is at the heart of everything you do, and you will identify ways toimprove this for your clients and see the results in our client surveys and NPS.

Main Duties & Responsibilities:

• Responsible for the execution of the end-to-end work order management, including the co-ordinationof all planned and reactive services within remit, detailed planning of work with Integral engineeringand our supply chain• To accurately record all information necessary to resolve reported service requests, incidents andcomplaints, including accurate classification to enable trend analysis.• To monitor, action and escalate work orders and incidents as appropriate to achieve agreed servicelevels and to keep customers informed of status and progress of resolution.• Procurement of services from external supply partners, including purchase order creation and servicedelivery management• To develop and maintain a good understanding of the core Maximo application, mobile andscheduling systems, the facilities management services provided to clients, client systems and allrelevant process and procedures.• To identify and apply opportunities to develop and improve skills, seeking assistance to acquire newskills 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 withthe 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 thechanging needs of the business

Essential Qualifications & Experience:

• 2+ years working within a work order / scheduling / mobile resource planning environment; FM isadvantageous• Experience in coordinating service delivery in a mobile field force environment, including partsmanagement and subcontract service delivery.• Experience of working in a customer service environment driven by customer SLAs, performancemeasurement and personal work targets essential.• Excellent communication - both written and verbal• Confident IT skills with experience of working across multiple systems• Ability to stay calm in a high paced environment, supporting colleagues to also do so

Full Time Office Based

Monday - Friday: 8:00am - 16:30pm and 9:30am - 18:00pm