Customer Service Administrator – Reactive, Planned & Compliance

Customer Service Administrator – Reactive, Planned & Compliance

Full time Eric Wright Group Head Office (Preston)

The Eric Wright Group has a fantastic history. From our beginnings in construction to an award winning group of companies, our reputation is built on our Chairman's founding principles of a company that must be profitable, ethical and farsighted, as a result we have people, community and social value at our heart.

This is an exciting time for Eric Wright Facilities Management. If social value and profit for a purpose is important to you, as well as working as part of a wider Group with an experienced and supportive team then this is the role for you.

Integrity | Excellence | Respect | Innovation

We are looking to recruit a highly motivated and experienced individual who has excellent customer service skills to support our customer service and compliance teams as a Customer Service Administrator – Reactive, Planned & Compliance reporting. The role is essential in ensuring high standards of customer satisfaction and compliance with stringent contractual KPIs and SLAs, dedicated to the University of Lancashire contract.

You will be responsible for proactively maintaining and monitoring reactive tasks and assets interfacing with the Clients CAFM as well as our own systems. Ensure adherence to planned contractual SLA’s/KPI’s and elevate any issues as appropriate – ensuring resolution to these issues. Work closely with your peer group, EWFM FM, Operations Managers, Building Consultancy, Technical and Compliance Teams to ensure compliance across the client portfolio in terms of Planned Maintenance.

Importantly the post will be a strategic interface between the site-based Clients, Site teams, FM and Subcontractors.

• To maintain good service delivery to our clients in terms of reactive tasks
• To amend resourcing on reactive and scheduled tasks to align with Mobile Maintenance Technician schedules – as required
• To jeopardy manage the completion of tasks and scheduled tasks in accordance with contract / client requirements
• To ensure that all service documentation is stored correctly using the mandatory naming conventions, interfacing with the Client CAFM & Compliance systems also to replicate the same data.
• Support the Facilities Manager and clients in the retrieval of supporting evidence for planned maintenance regimes
• To elevate any non-performance issues of supply chain or internal resources in relation to completion of planned maintenance and scheduled tasks to Helpdesk Manager, as necessary
• Responsible for client reporting regarding planned maintenance as determined by the client contract
• Progress remedial works identified following planned tasks and jeopardy manage such works to ensure the contractual KPIs/SLAs are adhered to
• Provide performance management reporting on reactive work to internal and external stakeholders as required
• Proactively manage continuous reduction of aged reactive work orders
• Progress and monitor the quotation process aligned to the requirement of remedial works
• Undertake audits of planned maintenance and scheduled tasks to ensure full compliance and report any issues or concerns to the Helpdesk Manager and Facilities Manager
• Routinely inform the contract support team of any contract or financial changes
• Take responsibility for, and amplify high-risk tasks
• Proactively manage continuous reduction of work orders and scheduled tasks
• Raise purchase orders, complete timely goods receipting and process supplier invoices, ensuring an efficient and compliant end-to-end purchase-to-pay process.
• General administrative support and other appropriate duties as directed
• Contribute to company objectives by meeting own performance objectives

• Prior knowledge of technical aspects of planned maintenance tasks/regime
• An effective communicator both oral and written
• Extensive planning and organisational skills
• PC literate with good knowledge of MS applications
• Good all-round administration and time management skills
• Accuracy and attention to detail
• Comfortable in a high-pressured environment
• Have the ability to work on own initiative in an organised, methodical and self‑motivated way.
• Fl…