Job Description
Are you a highly proactive Facilities Manager with excellent business and commercial acumen who thrives on providing a first-class service experience?
Do you have Facilities Management or CAFM systems experience? Do you have a history of B2B service provision? Are you a great problem solver who can work to a fast pace and see what others don't?
The role is perfect for someone who has proven FM experience, is a problem solver, or is looking for a new challenge. You must have either CAFM systems or ticketing systems. Proven FM experience is required as well.
Based in West Lothian, the salary is up to £30,000 per annum + bonus + benefits based on experience. The core hours are Monday to Friday, 9 am - 5:30 pm, with some out-of-hours work required on a rota basis every month.
Role Overview
You will work in partnership with this vibrant Helpdesk/Client Relations team who provide first-line support for Technical, Building Management, and Facilities Services. You will be an experienced problem solver with experience in facilities management and/or CAFM/Ticketing systems. You will oversee all escalated issues and high-priority jobs from initial log through to final resolution, ensuring you and the team provide excellent customer service each time. Naturally confident and savvy, you will have a good knowledge of Microsoft platforms and software, take pride in your work, and enjoy going the extra mile. This is a fast-paced and busy team, which is why great communication is required as you need to hit the ground running. The company offers great opportunities for hard workers that are keen to build their career long-term and progress.
Duties include:
* Ensuring high-priority jobs and escalations are managed within time frames
* Processing enquiries, escalations, resolving concerns where possible, and ensuring callback requests are provided with all key information
* Liaising with contractors, client representatives, and the full team, including engineers, to ensure issues are handled effectively
* Ensuring contractors are aware of outstanding issues and are dealing with them in a timely manner
* Updating clients with the progress of works
* Escalating any issues where suppliers and engineers have failed to respond within contract timescales
* Any other ad hoc duties as required
Skills and Experience required:
* Experience in a similar environment and/or CAFM/Ticketing/FM experience
* Preferably experience working in facilities or commercial FM helpdesk role at a senior level
* A strong sense of urgency
* Attention to detail
* Great problem solver
* Ability to multi-task
* Good memory
* Enjoy a challenge
* Excellent communication skills, both written and verbal
* Good working knowledge of Microsoft Office and Microsoft Teams
* Ability to manage direct reports as well as work on own initiative and as part of a team
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