Apleona UK

Apleona UK is part of a global business providing facilities management (FM), with over 40 years of experience. They have experience delivering a full range of FM services including energy management, sustainable solutions, cleaning, security, mechanical and electrical, catering, front of house, pest control and waste for both the public and private sectors. Apleona UK has over 1500 staff in more than 520 operational sites throughout the UK

Overview

As a Digital Customer Support Apprentice, you will be working within the helpdesk function. You will provide coordination support for facilities management services on the FedEx UK account. This includes managing service requests, coordinating with engineers and subcontractors, and ensuring compliance with service level agreements (SLAs) to maintain seamless operations for the client.

Responsibilities

• Managing over 100 FedEx UK locations will be the first point of contact for all facilities-related queries via phone and email. You will aim to resolve any queries at first attempt or escalate to the helpdesk supervisor.
• Become a systems expert in Navison which you will use to log and track job requests through.
• Schedule and dispatch engineers for reactive and planned maintenance tasks, ensuring timely resolution of issues.
• Daily monitoring of the shared email inbox for job requests tickets being raised on the client portal. Once a ticket has been raised you will then allocate the job to an engineer.
• Throughout, maintain accurate records of service requests, work orders, and maintenance activities via Navison.
• Become proficient in monitoring the client portal to check for additional job information including comments or pictures of work requested by the client which will then be passed onto the engineering teams.
• Work collaboratively with the engineering teams across the UK to make sure job is complete and that they send across their time sheets allowing for you to raise the purchase order (PO) to send to the client.
• Use of Sharepoint to act as a central hub for sharing information across sites, facilities teams, subcontractors, and the wider Apleona organisation and ensure everyone on the helpdesk has access to the most current job reports and all working from the same information.
• Use of Excel to run reporting on any jobs to provide updates to the wider business.
• Use of collaborative technology such as Teams & Zoom which is a communication tool used for meetings with internal Apleona staff.
• Use of Outlook to email engineers/clients with job updates and for wider business collaboration use.