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Neylons is a Facility Management Company providing services all over Ireland. Our growing company prides itself on training and development available to all staff. We offer flexibility, career progression, and a competitive start rate.
Job Title: Service Centre Coordinator
Location: Dublin, Ireland
Working Pattern: Monday to Friday, from 9 AM to 5:30 PM.
The Service Support Centre (SSC) is a dynamic environment that operates a support facility for all business departments. The SSC processes all work requests and performs a large administrative function for the business.
Overall Purpose of the Job
Provide administrative and systems support to ensure the SSC's daily operation and facilitate the coordination of services within the SSC. The role includes the timely and accurate processing of all paperwork regarding the service support centre, the updating of the CAFM (computer-aided facility management) system, and the effective utilisation of all other systems. The role is heavily interactive and involves daily communication with internal staff, external clients, and specialist partners.
Main duties and responsibilities
* Ensure all appropriate information collated from incoming calls, emails, mail, and verbal communication is correctly and completely entered into the CAFM or relevant system as required.
* Follow up and reconciliation of all incoming documentation and information to support effective closeout of all open/outstanding works, including quotes and follow-up service reports.
* Run reports on CAFM to monitor work order status and promptly bill all approved work orders.
* Periodic review of WIP files received by accounts and prompt action taken on closing and billing all open work orders.
* Coordinate and schedule maintenance tasks for the mobile team and specialist contractors for PPM and reactive work.
* Ensure the mobile team is dispatched and reacts to all client calls nationwide within agreed-upon timeframes with maximum efficiency.
* Generate all reporting requirements as per individual Client service level agreements.
* Collate and produce weekly and monthly reports from the CAFM system for management and clients.
* Work with SSC colleagues and other departments to ensure all SSC processes and procedures are updated and reflect the most efficient methods in performing tasks.
* Assist the Service Manager on all requests as required and deputize on some management tasks during periods of absence.
* Provide ongoing support for SSC administrative tasks to ensure the smooth running of the office environment.
* General filing of all SSC-associated documentation (hard & soft) and management of the filing system to ensure a consistent and tidy system for speedy retrieval of information.
* Administer the fleet of vehicles on behalf of the company, ensuring compliance with company policy, road tax, DOE, insurance, etc.
* Liaise with clients who wish to book school facilities and ensure that all requirements are met, as well as obtain insurances and deposits as required.
* Schedule, train, supervise, and evaluate service staff.
* Train Call Center staff in Service Centre procedures.
* Assist in the development and maintenance of documentation of Service Centre systems, which can be used and understood by Service Center staff.
* Check office and stationery supplies and order as required.
* Support and assist with the completion of tender documents as needed.
* Perform ad-hoc duties as required.
Qualifications and Experience
* Excellent working knowledge of Microsoft Excel, Word, Outlook, and other software programs is essential.
* A proactive and enthusiastic approach is essential, coupled with a professional demeanor.
* Must exhibit the following behaviors:
* Leadership
* Building relationships
* Excellent communication skills
* Ability to embrace new systems and procedures as they are implemented.
* Third-level qualification is desirable but not essential.
* 2 or more years of experience in working in a Service Support Centre or similar dynamic environment within a Facilities environment or similar.
* Strong numeracy, verbal, interpersonal, and communication skills.
* Experience in operating a CAFM (Computer Aided Facility Management) system would be an advantage.
* Ability to work well as part of a team and on own initiative.
* Excellent customer service skills, telephone manners, and interpersonal skills.
* Must support the goals of the organisation and demonstrate continuous improvement behaviors.
* Solid record of attention to detail and strict adherence to procedures.
* Act responsibly to the natural environment and society, fair business conduct, support diversity, promote Health and Safety, and Quality at work.
* Deal responsibly, understand business requirements, and maintain full and open communication with transparent reporting.
* Must have a strong cultural fit with our company's 4 Guiding Principles:
* Client-Orientated Service Spectrum
* Successful Employees
* Sustainability
* Value-Orientated Strategy
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