Service Centre Co-ordinator

Job Description

Aramark Workplace Solutions are currently recruiting for a Service Centre Co-ordinator. This is a full- time permanent position reporting to the Service Centre Manager on site. This role supports the delivery of contracted services to our clients. The successful candidate will be proactive and self-motivated in managing the CAFM / CMMS Systems in use and will have the ability to develop and maintain excellent rapport with clients, customers, team members and maintenance contractors.

Job Responsibilities

Job Responsibilities:

Responsible for prompt query and complaint resolution for all internal and external clients – via all customer communication portals

Liaise with the facilities team to handover, progress, update, resolve and close out customer issues; whilst providing feedback at all key stages to all relevant parties.

Escalating issues to supervisory and Managerial level as appropriate.

Responsible to the Facilities Manager for the day-to-day delivery of the complete Service Centre services to the wider business; across all aspects of the Service Centre service and within the relevant Service Level Agreements.

To be proactive and flexible in supporting general office / Contract / Helpdesk administration duties as required

Service Centre KPI’s

Adhering to established Service Centre processes around ticket creation, email management, purchase order creation, job scheduling

Become proficient in all aspects of the Service Centre Agent role and undertake cross training on all aspects within Service Centre profile

Produce metrics and reports for assigned customers as required – daily/weekly/monthly.

Participate in the customer complaint and feedback systems in accordance with relevant internal and contractual processes and procedures.

Actively participate in the development of and roll out of quality systems and processes to the Service Centre function and identify, develop, and implement improvements in customer service support.

Undertake new tasks and training, in line with business development

Qualifications

At least 2 years’ experience of working within a fast-paced office environment. Previous Call Centre/Customer Service experience is desirable

A good telephone manner & communication skill is a must as client liaison is critical part to this role

You must be an extremely flexible individual for this role and have excellent interpersonal skills.

Excellent interaction, organisation, and communication skills

Planning and organizational skills are also required as the role requires balancing many different duties and being able to prioritise them.

Dependable and able to work independently as well as part of a team

High level working knowledge of MS office packages, Word, Excel, PowerPoint.

Understanding of planned maintenance procedures & building assets.

A basic understanding of good health & safety practices.