3 months ago
This contract seeks to drive material efficiency and operational improvements in line with customer expectations and regulatory requirements. Over the duration of the framework the strategic objective is to leverage the breadth of the group's Leading Edge capabilities to help move from a reactive 'fix-on-fail' approach to a proactive maintenance programme thereby improving the resilience of its assets and environmental outcomes whilst ensuring continuity of supply and consequently lowering costs for its customers.
45 hrs per week 07:30 - 17:00 or 08:00 - 17:30
The MSP Service Desk handle a high volume of telephone contact including emergency work orders and planned maintenance work orders and other correspondence from a diverse range of internal and external stakeholders. The environment is fast paced, target focused and committed to regulatory, and health and safety requirements.
The role demands strong individuals to manage work orders and work within set Key Performance Targets (KPI's) and Service Level Agreements (SLA's) to deliver outstanding customer service to our client via phone calls from the client's site managers and engineers, or direct transfers from the scheduling system.
The role is to take the downstream of work orders once assessed and triaged by our team of Engineering Assistants, and liaise with the client to book work with their scheduling teams to allow joint visits between our supply chain and their site employees.
This is very time-specific and needs a focused individual to ensure all work is processed promptly, efficiently, and successfully.
Requiring a friendly and helpful demeanour as developing key relationships with personnel and our supply chain is essential to expedite work. Within the team, a constructive attitude is vital to ensuring proper teamwork and practices and promote an excellent team spirit environment
Face-to-face with client and colleagues, by phone with supply chain and client representatives, and the ability to discourse through email professionally
Awareness of all MS Office applications
Experience in the Water & Wastewater Industry (desirable)
Good interpersonal skills at all levels
Experience in customer service delivery, in high volume and fast paced environment
Methodical and accurate and able to capture all necessary data and react quickly when required
Ability to manage conflicting priorities, understand and apply procedures, identify barriers to deliver on performance.
Exceptional problem-solving skills - use own initiative to make sound decisions.
Able to maintain resilience and focus in a fast-paced environment
Able to prioritise and reprioritise tasks
Experience, in scheduling/ delivery work within field team operations
Flex skills to use appropriate tone when liaising with the client (written and verbal)
Excellent Communication Skills to provide direction and support across own teams and resolve conflict arising from service delivery
Forward-thinking and sees change as progress