Title:  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.