Customer Services
£23,000 per annum

Work Order Management Coordinator

Ref: 3406| Posted: 5th Mar 2018

This vacancy is now closed
Job Title:      Work Order Management Coordinator
Sector:          Facilities Management
Reports to:   National Integrated Service Centre Manager
Salary:           £23,000 per annum
Location:      Swindon, Wilts
Type:             Permanent | Full Time
Read more and apply here to be considered for this role.
The role and responsibilities
Responsible for the day-to-day management of Supply Chain reactive tasks ensuring that SLA’s are met and where SLA’s have failed, ensuring suppliers complete the work as quickly as possible.  Directly manages, measures, develops, motivates and organises relationships with suppliers to efficiently and effectively achieve reactive tasks SLAs ensuring quality standards are maintained at all times; Supports the interface with clients and customers to ensure all business needs are satisfied; Undertakes the role of an operative when required to do so and as team motivation. Takes ownership for own performance actively seeking opportunities to improve and develop.
The role is responsible to the NISC Manager for:
  • Ensuring supplier SLAs are met on a day-to-day basis
  • Overall responsibility of liaising with subcontractors/suppliers to ensure allocation of work
  • To manage and monitor the allocated work to key subcontractors
  • Updating Work Orders in Maximo
  • Ensuring Work Orders are completed in adherence with agreed SLA's and KPI's and statutory compliance certification is provided and recorded on the system
  • Monitor SLA's and ensure adherence, managing KPIs with our supply chain
  • Monitoring and analysis of general supply problems identifying and implementing improvements
  • To coordinate the subcontract process through effective liaison with other teams paying specific attention to lead times, KPI's, SLA's and agreed contractual liabilities
  • Take ownership for own performance, receiving feedback positively, taking action where required and identify and apply opportunities to develop and improve skills.
  • Identify potential issues and resolve those within remit, escalating to senior manager when required.
  • Lead by example in the use of best practice of the company’s standards, values and behaviours.
  • Complete tasks as directed by line manager.
  • Develop and maintain knowledge of the contract(s).
  • Be prepared to work on relevant contracts, projects and initiatives at short notice to support the needs of the business.
  • Minimum of 2 years’ experience within Facilities Management including service delivery/call centre environment/customer service role
  • Experience of working with customer and supplier SLA and performance measurement of own team
  • Knowledge of customer service principles and practices
  • Soft FM experience
  • Experience of balancing the demands of client, internal stakeholders and external suppliers
  • Experience of working with FM Suppliers
  • Experience of working to targets
Experience and Skills:
  • Experience of managing teams and suppliers to achieve work within SLA
  • Previous experience in a Facilities Management environment
  • Strong team player and role model, capable of gaining trust and support of team. Ability to relate to others in a positive way and build strong working relationships and lead a team.
  • Good communication skills and the ability to deliver excellent customer service with strong customer focus.
  • Strong team player and role model, capable of gaining trust and support of team and customer.
  • Able to inspire and support team towards the achievement of targets
  • An effective time manager with the ability to multi-task.
  • Strong operational contract focus.
  • Full security clearance, or be in a position to obtain security clearance
  • Approachable individual with a professional manner
  • Methodical in approach to tasks
  • Self-motivated
  • Working knowledge of telephony and other communication systems.
  • Experience of managing resources across multiple contracts / customers to plan and accomplish goals
  • PC literate with PowerPoint, Excel and Word skills
  • Proven ability to work unsupervised and under pressure
  • Produce Management Information on all aspects of the Contact Centre
  • Production and development of all training material
  • Training for all staff members
In return you receive:
  • An excellent salary
  • 25 Days annual leave
  • Company Pension Plan
  • Income Protection
  • Life Assurance Cover
  • Personal Accident Insurance
  • Childcare Voucher Scheme
  • Business Travel Insurance
Apply here to be considered for this role.
The C&D Group is acting as an employment agency in regards to this role.