There's a permanent opportunity for you here as a Customer Service Administrator to join our team based in our Manchester office. This is a hybrid role and you would need to work from our office in Trafford Park at least twice a week (Tuesday and Wednesday)
The Role
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To be the first point of contact for the PFI Facilities Contracts, providing efficient communication/telephony skills to ensure all incoming queries are logged and reported as per contract
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Support both Reactive and Planned Schedulers with administrative duties
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Overview of the Caretaker tasks, taking appropriate measures in liaising with Facility managers to ensure their workload is completed within the correct timeframes
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To ensure Task are Logged in a timely Manner, Correctly KPIs Selected and Enough information Detailed for an effective resolution to the task.
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To ensure Administrative Support is provided to other members of the Helpdesk Team
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To Ensure Urgent Tasks are Reported and Escalated Correctly.
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Provide a single point of contact for the client, internal technicians and site team with regards to logging incoming reactive tasks and updates on outstanding workload
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Logging tasks and raising Purchase order using CAFM systems as per contractual specification.
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Highlighting and escalating any urgent requests/unavailability to both Facilities Management and Reactive Schedulers as per Dalkia procedures.
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Monitor incoming emails to log new requests from client and site staff team accordingly.
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Liaise with 3rd Party Service Providers to ensure effective communications through the delivery process of any Purchase Orders raised.
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Undertake day to day administration in association with the Help Desk Facility and as directed by the Customer Services Team Leader
Hours of Work
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07:00-15:30 - Week 1
09:00-17:30 - Week 2
Benefits
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25 days annual leave plus Bank Holidays, plus option to purchase an additional 5 days leave every year
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Pension with matched contributions
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Life Assurance
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Private Medical Insurance Single Cover on completion of 12 month' service, with the opportunity to pay for additional cover for partner/dependants
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Flexible Benefits Scheme - including eye care voucher, store discounts for major retailers, salary sacrifice electric car vehicle lease scheme, personal IT equipment loans, impartial financial/savings guidance
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Access to wellbeing programmes
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Company Sick Pay
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Employee recognition programmes which reward exceptional achievements
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Employee Referral bonus with generous bonuses for ‘referring a friend'
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The opportunity to use one working day per year volunteering to help the local community
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Employee Assistance Programme - free, confidential 24/7 365 support on all lifestyle matters
Qualifications and Experience Required
Essential
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Good Computer skills including Microsoft Office applications.
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5 GCSE at grade C or above
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Good Communication Skills - written and spoken
Desirable
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Previous experience of customer service roles
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Previous experience of Facilities Helpdesk
At Dalkia, we are committed to equity, diversity, and inclusion. We ensure that every applicant is treated fairly and respectfully throughout our selection process. If you require any adjustments, please inform us in confidence. Our talent acquisition team is here to assist you.
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