To effectively manage enquiries for facilities management work, organising and supervising completion of the work whilst also focusing on increasing our client base and maintaining compliance with the appropriate regulations.
Schedule facilities management works from original enquiry to completion on site to ensure that the customer’s needs of quality, timing and value for money are met, whilst maximising the profit made.
Organise and schedule labour efficiently to minimise stand-by or down time.
Liaising with other personnel in the Services Department and the Group’s other trading departments as necessary, arranging labour and completion of enquiries.
Dealing with customer queries and complaints on work in progress to a satisfactory conclusion.
Resolving customer Invoice queries/complaints (in conjunction with Administration/Senior Manager).
Carry out administrative routines on key accounts including maintaining progress reports/management information systems.
Provide estimating back up and support to other team members when required.
Organise the works to ensure a working environment that is safe and without risk to health in accordance with the Coulson Building Group Health, Safety and Environment Management Systems.
Act as central reporting point of contact for other members of the department when absent (due to site visits, holidays or sickness).
Actively promote the services of the department to new customers to increase our client base and also to existing customers to increase the number of facilities management enquiries received. Also liaising with the Business Development Manager.
Any other duties and responsibilities as may be reasonably requested, having at all times full regard for the service area’s competitiveness, efficiency and general viability.
Adopt a hands-on approach with a commitment to providing a high quality, customer focused service and an ethos of “right first time, on time”.
Ensure that jobs are managed in accordance with the Company’s Quality Management System.
Maintain and develop meaningful communications and working relationships and act as primary point of contact for customers and their representatives, receiving feedback and providing a clear customer focus in relation to provision of the service.
Ability to communicate and interact with relevant stakeholders including customers and staff.
Demonstrate adaptability in meeting customer needs.
Ability to deal with conflicting priorities and remain calm under pressure.
Professional telephone manner with a friendly and empathetic approach to dealing with customers.
Able to work effectively as part of a team.
Experienced in the building trade with particular emphasis on plumbing and electrical work.
Experience of customer focused service delivery.
Experienced in supervising and motivating the workforce.