This role requires the successful individual to provide an end-to-end service administration and coordination role, ensuring the work streams for each of our Key National Account Customers meet their requirements. Timely, accurate administration of each required process flow, which will vary for each customer & CAFM system, to ensure we deliver our contractual Service Level Agreements from receiving the initial call request through to final invoice and work closure.

Main Duties & Responsibilities

• Professional Customer & Client Focus
• Setting up and ownership of our Focal Point and VX Work Streams, Co-ordination of Regional and Local Engineering VX Schedules
• Developing and monitoring accurate and timely PPM Schedules and diaries
• Quotation repository onto customer Computer Aided Facility Management systems, Invoice and Invoice management, including regional chases and escalations
• First time debt chases and Coordination with Finance and Credit Control Teams
• Ability to use different client Computer Aided Facility Management (CAFM) systems
• Assist Contract and Account Managers with reporting requirements
• Raising and Management of Supplier Purchase Orders
• Liaising directly with customer support in the Bureau to ensure efficient job logging and updates are recorded.
• Liaising directly with engineers on site to ensure correct procedures are being followed.
• First review of engineers' reports and forwarding to the quote manager if required or sending directly to the customer.
• Accountability for managing own workload and assisting others as demands dictate.

Specific Job Knowledge & Skills & Experience

Essential

• Flexible work outlook, as work can be varied to meet specific customer demands
• Good problem-solving mindset with respect to solving problems and meeting customer SLA's
• Excellent written and verbal communication skills
• Ability to work in an environment where customer demands can and do cause priority conflicts
• Excellent working knowledge of the MS Office suite of tools, especially Outlook, Excel, and Word
• Accountability for managing one's own workload and assisting others as demands dictate

Desirable but not essential

• Previous Experience of CAFM systems
• Experience of first line management of customer expectations
• Intermediate Financial Awareness of Profit Margins, Sales and Cost Budget impact and control
• Basic knowledge of HVAC Building Management Systems and Controls

KPI’s of the Role

• Ensuring correct information is on job tickets for engineers, e.g. Job description, Finance Numbers

KPI's specific tothe client’s account

Minimise deferred costs on works by checking that engineers have submitted reports after visit and invoicing the customer. 

Chasing engineers for paperwork where needed.

This role, along with all company roles, has a responsibility to ensure all visitors and operatives in the workplace adhere to the ECS health & safety policies and procedures.