Facilities Coordinator
- Recruiter
- Confidential
- Location
- Solihull
- Salary
- 18500.00 - 20000.00 GBP Annual + Holiday, Pension
- Posted
- 14 Jun 2022
- Closes
- 12 Jul 2022
- Sectors
- Admin, Secretarial & PA
- Contract Type
- Permanent
- Hours
- Full Time
Job Title: Facilities Coordinator
Contract: Permanent, Full-time, 37.5 hours, Monday - Friday
Salary: GBP18,500 - GBP20,000
ASAP Start!
Position Overview
Working as Facilities Management Coordinator as part of a team within central Government & Defence, you will be a central point of contact for customers and operational colleagues in the raising, allocation, and completion of jobs. You will have the opportunity to demonstrate your excellent customer service skills through a range of access channels.
This is an exciting opportunity to join our team to work in our spacious modern offices which are a 5-minute walk from Birmingham International Train Station.
Responsibilities
*To resolve queries and complaints, by applying a first call resolution plan to each call.
*To create accurate data records containing all relevant information to enable requests to be resolved to time and standard required.
*To enhance the customers' perception of the Clients brand by exceeding their expectations and delivering solutions in a customer focused and timely manner.
*To always achieve call handling targets and standards, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract.
*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 CAFM(s) application, the facilities management services provided to customers, and all relevant processes 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 handle and actively resolve any customer issues according to the Customer Complaint process.
*To be prepared to work on any 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.
Person Specification
*Ensures that communication (spoken and written) is accurate and informative.
*Ensures that implications of any recommendations are clearly communicated and understood.
*Understands the customers underlying issues and takes positive action to resolve.
*Uses knowledge and experience and takes actions beyond normal expectation when required.
*Challenges the business to ensure that customer related issues and problems take priority.
*Able to resolve difficult and complex customer issues and complaints.
*Experience within a customer service call centre environment preferred Inbound and outbound call handling preferred, including working to targets.
*Computer literate, particularly in MS Office and/or service request software *Knowledge of FM and associated software packages an advantage.
*Strong communication skills.
*Ability to listen attentively, identifying vital information and capture that data accurately.
*Problem solving and flexibility.
*Reporting to their specified supervisor, the role holder should develop positive relationships with all customers and colleagues.
*We are looking for someone who remains calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels. *Continuously pursue high standards, embrace change, recognise improvement opportunities, and learn from experience.
Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone
Contract: Permanent, Full-time, 37.5 hours, Monday - Friday
Salary: GBP18,500 - GBP20,000
ASAP Start!
Position Overview
Working as Facilities Management Coordinator as part of a team within central Government & Defence, you will be a central point of contact for customers and operational colleagues in the raising, allocation, and completion of jobs. You will have the opportunity to demonstrate your excellent customer service skills through a range of access channels.
This is an exciting opportunity to join our team to work in our spacious modern offices which are a 5-minute walk from Birmingham International Train Station.
Responsibilities
*To resolve queries and complaints, by applying a first call resolution plan to each call.
*To create accurate data records containing all relevant information to enable requests to be resolved to time and standard required.
*To enhance the customers' perception of the Clients brand by exceeding their expectations and delivering solutions in a customer focused and timely manner.
*To always achieve call handling targets and standards, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract.
*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 CAFM(s) application, the facilities management services provided to customers, and all relevant processes 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 handle and actively resolve any customer issues according to the Customer Complaint process.
*To be prepared to work on any 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.
Person Specification
*Ensures that communication (spoken and written) is accurate and informative.
*Ensures that implications of any recommendations are clearly communicated and understood.
*Understands the customers underlying issues and takes positive action to resolve.
*Uses knowledge and experience and takes actions beyond normal expectation when required.
*Challenges the business to ensure that customer related issues and problems take priority.
*Able to resolve difficult and complex customer issues and complaints.
*Experience within a customer service call centre environment preferred Inbound and outbound call handling preferred, including working to targets.
*Computer literate, particularly in MS Office and/or service request software *Knowledge of FM and associated software packages an advantage.
*Strong communication skills.
*Ability to listen attentively, identifying vital information and capture that data accurately.
*Problem solving and flexibility.
*Reporting to their specified supervisor, the role holder should develop positive relationships with all customers and colleagues.
*We are looking for someone who remains calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels. *Continuously pursue high standards, embrace change, recognise improvement opportunities, and learn from experience.
Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone