Operations Coordinator
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| Job Type | Permanent Full Time |
| Location | Harrow, Middlesex |
| Area | Middlesex, England |
| Sector | Commercial - Admin |
| Salary | £20000 - £22500 per annum |
| Start Date | ASAP |
| Job Ref | DW112017OC_1510914079 |
- Description
- JOB TITLE: Operations Coordinator
DEPARTMENT: Operations
1.MAIN PURPOSE OF JOB
To log all new calls for the Maintenance and Operations departments incorporating the service desk, small works & day works.
To manage and coordinate the engineers daily schedules of visits, booking all access required and planning routes.
2.POSITION IN ORGANISATION
Reports to the Operations Support Manager.
3.SCOPE OF JOB
Main responsibilities:
Front line for main switchboard telephone enquiries.
Managing general company mailboxes, acknowledging and distributing as appropriate.
Call logging via phone, fax, email and customer websites.
Monitoring and Managing jobs on internal systems to ensure they are in the right depots (Main depot, day works and small works).
Managing all new calls and those that require access booking.
Despatching customer calls to engineers and contractors.
Booking access with customers for engineer visits.
Raising purchase orders to contractors for callouts.
Managing the engineers' diaries and daily route planning.
Receive engineer requests for training, tools, etc. and pass to the relevant supervisor.
Updating TOMTOM site to ensure route information accurate.
Managing and booking PPM's (planned preventative maintenance).
Telguard/Teleporter programming.
Daily Reporting on previous day's jobs logged and engineer visits attended.
Run, populate & manage reports for the Maintenance Manager.
Support Maintenance Manager in carrying out retention/customer satisfaction calls.
Attend monthly engineer meetings.
Generation of sales leads.
Provision of approved contractor information to customers.
Cover for other members of the administration team in the event of holiday and sickness.
Preparing outgoing post.
Using the internal quality system to log and resolve internal & external issues.
General administration duties including scanning and filing.
4.AREAS OF RESPONSIBILITY/ACCOUNTABILITY
Liaise with other Departments within the business to help ensure the smooth and efficient passage of high quality information and data.
To help maintain (and improve) all of the companies procedures in accordance with the Health & Safety and Quality Management System.
Meet KPI's for callouts.
5.KEY INTERFACES
*Field Service Engineers, Contractors, Maintenance Manager, Stores, Operations Administrators, Accounts, Credit Control, Operations Director.
*Contracted and Non Contracted Customers, Managing Agents, site contacts.
PERSON SPECIFICATION
6.QUALIFICATIONS
A good basic standard of education: Ideally 5 GSCE passes or equivalent.
7.EXPERIENCE
A minimum of 2 years administration experience in an office environment.
Logistical/coordination experience required, booking appointments and managing customer expectations.
8.TECHNICAL SKILLS
Intermediate level Microsoft Office (including Outlook, Excel, Word).
Good verbal and written communication skills.
Previous experience of AA and TOMTOM route systems advantageous.
9.PERSONAL QUALITIES
a.High level of Customer Service experience.
b.Good communicator, confident when dealing with strong customers (both internal and external).
c.Consistent in approach to engineers and customers.
d.Ability to work as an individual and as part of a team.
e.Attention to detail, accurate, reliable.
f.Flexible approach, willing to learn new skills on the job.
g.Organised, ability to prioritise and manage multiple responsibilities simultaneously.
h.Ability to work well under pressure.
Company Overview
Our client is a security systems and building technology integrator providing design, installation and maintenance services for the commercial residential property marketplace. With more the 50 years of experience, they are ideally-placed to overcome the unique challenges faced by managing agents, house builders, property developers, construction contractors, facilities managers and residents, delivering upgrades and complete installations for retrofit and new build developments.
Our client has established longstanding relationships within the property management, development and specifier communities, resulting in its solutions being fitted in many large and prestigious buildings across the UK. In addition, the company services a portfolio of more than 3,400 rental and standalone maintenance contracts covering 3,100 sites and 71,000 individual units.
They are also providing advanced home automation and entertainment systems through its dedicated division Ingeny, providing complete control of virtually any technology in the property at the tap of a touchscreen, smartphone or tablet. These integrated and smart building solutions, suitable for projects of all sizes, are designed to make everyday life easier by combining familiar systems that work seamlessly together for added simplicity, convenience and enjoyment.
