An exciting role for a Helpdesk Co Ordinator to support the delivery of a national engineering contract with Scottish Police Authority (SPA).
The role involves scheduling engineers’ diaries, liaising with our engineers, management team, suppliers, and clients to deliver high standards of customer service and service delivery across the Police Scotland estate. The successful candidate will work within a dedicated team of enthusiastic colleagues with a shared objective of delivering an excellent customer experience to our Police Scotland customers across Scotland.
Main duties and responsibilities will include but are not limited to
Principle points of contact for customer enquiries, incoming calls and new work requests on our CAFM Concept System.
Effective scheduling and planning of tasks for a group of engineers and suppliers within Scotland.
Fast and accurate generation, and closure, of reactive work orders on the CAFM system
Acting as first point of contact for engineering workforce and sub-contractors, allocating work to engineers and diary management for regional area.
Raising purchase orders to sub-contractors for reactive works and obtaining ETAs and updates.
Effective jeopardy management of jobs within designated area as well as supporting other team members across government contracts.
Updating database of quotations, engineering overtime and statutory compliance certification where requested.
Scheduled running of reports from CAFM Concept System and distribution to nominated person(s)
Proactive review of operational work in progress and updating account management with contract statistics
Providing specific performance reports relating to business area performance across all FM functions
Providing figures for monthly KPI reporting
Updating and recording of statutory compliance documentation for all contracted buildings
Reviewing and approving supplier invoices for subcontracted works and querying costs where required
Maintaining register of engineer overtime and holidays
Maintaining databases of supplier contacts, escalations, customer complaints and KPI failure mitigation
Experience and Qualifications
Strong Customer service skills
Helpdesk experience in facilities management
Experience working with CAFM system preferably Concept.
Strong knowledge of Microsoft Office packages
Knowledge and understanding of property related issues
Experience of working to deadlines and effective time management
Excellent organisation skills
FM experience desirable
Candidates must demonstrate the following:
Strong planning and organisational skills
Exceptional telephone manner
Hours and Environment
Working hours are between from 8:00am – 4:30pm Monday to Friday however late start or late finish is rotational with other team members.
30 days holiday
Company van & fuel card
Working Hours: Monday to Friday - 08:00 to 16:30
Employee Referral Scheme
Learning and development opportunities
Supportive working culture and future progression opportunities.
Mobile, legal, bicycle, breakdown, and retail discounts
Eye test and glasses reimbursement
Cycle 2 work scheme
If you are interested in this vacancy, please apply with your CV or call Jak Walsh on 01223 827 339