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Facilities Management Coordinator

Job Title: Facilities Management Coordinator
Contract Type: Permanent
Location: Birmingham
Industry:
IT
Start Date: ASAP
Reference: SS26023
Job Published: August 08, 2018 10:46

Job Description

FACILITIES MANAGEMENT COORDINATOR
Reference numberSS26023RegionUKLocationWest MidlandsSub locationBirmingham InternationalFunctionCustomer ServiceEmployment typeFull Time - PermanentHourly Rate BandsN/ASalaried/Hourly-PaidSalaried
POSITION OVERVIEW
Working at our new site by Birmingham Airport, the successful candidate responsible for coordination and management of customer service requests out to the operations supply chain and chasing progression of those work orders. This includes organisation and prioritisation of work schedules for each person delivering service in the field chain, and chasing progression of those work orders.

The post holder will be responsible for providing actuate and relevant information, monitoring and escalating of incidents to achieve agreed service levels, and keeping customers informed of status and the progress of resolution. . This includes organisation and prioritisation of work schedules for each person delivering service in the field.

Co-ordinators will make use of appropriate systems to record and collate all information relating to the query, monitoring and escalating incidents where required to ensure a full resolution for the customer.

We are looking for someone who has strong communication skills, particularly verbal and who remains calm under pressure. Someone who commands respect; has the confidence of their colleagues and can communicate effectively at all levels including key stakeholders and senior personnel. They will have the ability to listen attentively, identifying important information and capture that data accurately. The person also needs to be confident in making decisions and follow up their decision with action; achieving objectives by motivating and working through others. The successful candidate must also pursue high standards, embrace change, recognise improvement opportunities and learn from experience.
RESPONSIBILITIES
Responsible for the co-ordination of all planned and reactive services within remit, detailed planning of work with service managers and supply chain.
To accurately record all information necessary to resolve reported service requests, incidents and complaints, including accurate classification to enable trend analysis.
To monitor, action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
To develop and maintain a good understanding of the core MAXIMO application, the facilities management services provided to customers, and all relevant process and procedures.
To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations.
To take action to keep up to date with changes to the contract and sharing information learned with the team.
To handle and actively resolve any customer issues according to the Customer Complaint process.
To be prepared to work on any NSC contracts, projects and initiatives at short notice to support the changing needs of the business.
Be aware of the business continuity plan for the part of the business you work in.
WHAT WE ARE LOOKING FOR
Essential:

Experience in an FM role (allocating and managing work orders etc) or similar customer service / IT role.
Experience of service desk/call centre processes and work flow.
Experience in dealing with and managing sub-contractors and supply chain or similar.
A basic understanding of commercial and budgetary management.
IT literate, demonstrable knowledge of operating computer aided facilities management software packages (i.e. Maximo or similar).
Use of MS Office software suite.
Able to remain calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels.
Confident in making decisions and follow up their decisions with action, achieving objectives by motivating and working through others.
Can view short-term targets in the light of longer-term objectives, work within agreed systems and procedures, and maintain accurate records.
Continuously pursue high standards, embrace change, recognise improvement opportunities and learn from experience.
Able to balance commercial considerations with the needs of colleagues and clients, uses consultation and negotiation to reach agreement, critically examine numerical, financial and written data, and track delivery against specifications and budgets.
Able to communicate effectively at all levels throughout the business and able to deal effectively with identified key stakeholders as and when need arises.
 

ABOUT THE COMPANY
Interserve’s vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.1 billion and a workforce of over 75,000 people worldwide. We are committed to equal opportunities for all.