Forming part of the Contract Support & Admin function, the HDA will provide the first line of customer experience for the client, logging reactive jobs via email/phone within the CAFM system, raising associated works orders and purchase orders (amending where necessary), following through to the completion of work and provide necessary feedback to the client and internal reporting teams at any given stage. This will be done in the most organised and efficient manner to maximise the desired outcome for the client, involving directly employed staff and 3rd party suppliers specific to each site location across the portfolio. The HDA will manage the database within the CAFM system so that the performance reporting process is accurate and effective, including aiding with the overall production and analysis of the finalised performance report. The post holder will work in conjunction with the contract finance leads and compliance & planning leads to provide ad hoc support and any relevant information that is necessary.
Impact: Contributes to excellent Customer Service, efficient service delivery, reporting, contributes to growth opportunities and enables financial targets vs budgets are delivered.
Ensure that all aspects of detail are logged where possible in the CAFM system for future reference and historic reviews. Provide supportive guidance and good communication to the client on actions being taken at every stage of a job, often this will include multiple stakeholders and companies. Good organisation and communication, adopting a proactive approach where possible will be key attributes of the post holder.
Recognise and understand the importance of performance reporting and the accuracy of detail as having a financial impact by each job specific to each site and how it relates to delivering services within the defined parameters of our commercial agreement
Primary Accountabilities and Deliverables:
•To effectively manage and respond to all enquires and communication via all contact channels e.g. telephone, post, email, face to face, and digital methods.
•Accurate production and issue to authorised subcontractors of Purchase Orders / Work Orders through the Coupa system within client specific guidelines and SLAs.
•Review tasks on a regular basis to ensure SLA’s are adhered to.
•To receive and process complaints, comments or suggestions ensuring these are resolved, where possible, at first point of contact or escalate through agreed processes.
•Follow up with the relevant engineer/subcontractor where updates have not been provided
•Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction and drive service efficiencies.
•Recording of all feedback and updates on the CAFM system.
•Liaise with the Site FMs and Technical Manager to ensure they are aware of all works being carried out and the feedback from the client.
•Managing contractors from job requests being sent to completion.
•Compile and collate required quotes for the contract ensuring the specification is adhered to.
•To assist with complaint handling and escalation as required and support continuous improvement activity to reduce levels of customer complaints.
•Assist in the timely preparation of contractual reports, invoices and receipting of invoicing
•Assisting will the development of process and procedure documents.
•Undertake weekly conference call with site FM/ Co-ordinators.
•Support service development and continuous improvement projects and activities.
•Acting in accordance with Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all company policies, regulations, guidelines and procedures.
•Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager
•Be able to work to a high standard of accuracy that ensures prompt, efficient and effective service delivery.
•Promote a positive image of the Client and associated services
Administrative and Financial management:
•Undertake day-to-day administrative and support service routines as required
Failure to operate in line with the Contract Operating Model PPM & Compliance processes, contract SLA’s and client specified guidelines can result in financial penalties for the company.
•Participating and contributing to new business opportunities
•Identifying and contributing to continuous service improvements
This list is typical of the level of duties expected of the post holder. It is not exhaustive, and other duties of a similar type and level will be required.
Qualifications or Required Experience:
•Good general education with a minimum of 5 GCSE at Grade C or above including Maths and English, or the equivalent, and/or able to demonstrate relevant experience and capability
•Good literacy, numeracy and ICT skills
•Possesses a recognised Customer Service qualification e.g. NVQ, ICS
•Experience in providing help, advice and information in a customer service environment
•Experience of gathering organising and managing information
•Experience of administrative routines
•Experience of working in a team and in a performance management culture
•Experience of working with a wide range of ICT systems including Microsoft Office and CAFM support systems
•High level of experience working on Microsoft Excel
•Experience of using a range of associated business systems e.g. Contact Management, Customer Relationship Management, workforce Management
•Experience of working across different channels e.g. telephone and face to face
•Experience of supporting project work, activities and continuous improvement
Roles and Behaviours
•Ability to work as part of a team and/or work unsupervised as required
•Ability to work consistently in an enthusiastic and professional manner.
•Ability to stay calm under pressure
•Delivers excellent Customer Service in line with standards and expectations
•Positive attitude to challenges and change
•Commitment to equal opportunities and anti-discrimination policies
•Flexibility to work shifts and across different sites to meet our business needs across the opening hours of the service