Job Role: Gas Administrator
Location: Southgate, Greater London
Salary: £30-35k Per Annum
Job Description: Our client is a property maintenance company, specialising in carrying out planned and reactive building services and fabric maintenance on a range of residential portfolios, commercial buildings, and healthcare environments. Your role will be to take calls, record them on the system, action the breakdowns quickly and effectively, and book in the engineers. The job will be fast-paced, and breakdowns will need to be actioned quickly, so experience in reactive maintenance is essential.
Working hours: 8am - 5pm Monday to Friday
Requirements:
1. Experience of working in a responsive repair setting
2. The ability to strategically plan and organise workloads
3. A proactive / can-do approach to work
4. The ability to work on own initiative and take full ownership of role and responsibility
5. The ability to work as part of a team and independently
6. The ability to follow processes and work in a fast-paced setting whilst remaining calm and focused
7. Outstanding communication skills both internal and external
8. The ability to build and maintain good working relationships with all contacts
9. Build and maintain professional representation of the team
Duties:
1. Deliver a customer-focused service ensuring the highest standards of customer service at all times
2. Managing repairs and engineers' workload, recording and strategically planning days with consideration given to hindering factors
3. Manage customer expectations ensuring open lines of communication are maintained
4. Upload information to the database accurately, paying attention to details ensuring data protection and accurately updating sensitive information
5. Ensure accurate recording of queries and customer concerns
6. Avoid failures becoming complaints, resolving during telephone conversations working on own initiative
7. Plan engineers’ workload in advance ensuring communication to all relevant parties
8. Review and monitor WIP report and FOW regularly to ensure a steady flow and reduction in line with agreed SLA
9. Record all updates on database for knowledge share
10. Ensure all updates are relayed clearly and understood within all relevant areas
11. Manage emergencies in line with expectations of KPI’s
12. Identifying out of scope requests redirecting to correct operational/commercial process
13. Managing inbox queries in a timely manner ensuring all details are accurately covered and responded to in line with expectation SLA
14. Understand specialist works processes and assign subcontractors providing confirmation of attendance to site to relevant parties
15. Cover colleague’s absence and hand over for smooth cover over annual leave
16. Raise OOH call outs ensuring follow up works are accurately captured, logged and planned
17. Attend meetings when requested
18. Work closely with teams to deliver a high standard of service to our customers and clients
19. Provide support where needed within the business and carry out ad hoc duties as requested
20. Show an understanding of KPI’s and work to meet and exceed targets
21. The ability to follow processes and identify and suggest improved ways of working within the team
22. Liaise with engineers regarding job descriptions to ensure clarity surrounding FOW’s and JO’s
23. Competent in diagnostic questioning to obtain a full understanding of requests
24. Understanding of PO’s as required for material suppliers
25. Work as part of a team
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