Customer Service Admin

There's a permanent opportunity for you here as a Customer Service Administrator to join our team based in our Manchester office. This is a hybrid role and you would need to work from our office in Trafford Park at least twice a week (Tuesday and Wednesday)

The Role

• To be the first point of contact for the PFI Facilities Contracts, providing efficient communication/telephony skills to ensure all incoming queries are logged and reported as per contract
• Support both Reactive and Planned Schedulers with administrative duties
• Overview of the Caretaker tasks, taking appropriate measures in liaising with Facility managers to ensure their workload is completed within the correct timeframes
• To ensure Tasks are Logged in a timely Manner, Correctly KPIs Selected and Enough information Detailed for an effective resolution to the task.
• To ensure Administrative Support is provided to other members of the Helpdesk Team
• To Ensure Urgent Tasks are Reported and Escalated Correctly.
• Provide a single point of contact for the client, internal technicians and site team with regards to logging incoming reactive tasks and updates on outstanding workload
• Logging tasks and raising Purchase order using CAFM systems as per contractual specification.
• Highlighting and escalating any urgent requests/unavailability to both Facilities Management and Reactive Schedulers as per Dalkia procedures.
• Monitor incoming emails to log new requests from client and site staff team accordingly.
• Liaise with 3rd Party Service Providers to ensure effective communications through the delivery process of any Purchase Orders raised.
• Undertake day to day administration in association with the Help Desk Facility and as directed by the Customer Services Team Leader