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.)