About The Role
At GRAHAM, we’re not just one of the UK’s leading Total FM providers - we’re also a trusted University partner, committed to enhancing the student experience for the next generation of leaders, thinkers and entrepreneurs. Your varied, and valued, contribution will help us create a hassle free environment for our clients and Engineers on their individual contracts. Energised by continued growth, and boasting an annual turnover in excess of £1bn per annum, we’re committed to investing in our people and creating the conditions for them to excel. If you are an experienced Service Operator with an appetite to succeed, we want you to join our team!
Location: University of Swansea
Hours Per Week: 37.5 hours, Mon-Fri
Job Type: Fixed-Term (12 months), Full-Time
The Service Operator will be responsible for:
* Facilitating the interface between clients and engineers, utilising inhouse software to communicate internally and externally with our maintenance team and supply chain.
* Log calls/jobs on the helpdesk database utilising helpdesk software (IFS). Calls/jobs may be received by telephone, email or in person.
* Allocating works orders to directly employed maintenance team and/or supply chain.
* Raising purchase orders for engineers/sub-contractors.
* First point of contact for client/sub-contractor queries/complaints.
* Tracking job progress against pre-determined KPI’s including maximum allowable response and rectification times and implementing escalation procedures.
* Ensure internal systems are kept up to date with all relevant information.
* Report back to clients and contract staff on job progress and completion.
* Running daily/weekly reports to ensure data accuracy/provide information for client/GAM management team.
* Operating paper based systems as necessary to complement the operating software including back-up systems.
* Deal with communications in a professional and prompt manner.
* General administration duties as and when required.
* Any other duties required to ensure an effective and efficient service is delivered in accordance with GRAHAM ISO management systems and Quality Control procedures.
About You
Essential:
1. Demonstrate a minimum of 1 year previous experience in an administrative environment.
2. Demonstrate the ability to work well in a team and communicate to a high standard.
3. Competent IT skills to include Microsoft Outlook and Excel.
Desirable:
1. Experience in service systems software.
2. Previous experience in facilities management industry.
Please note that Applicants will not be expected to meet any (or all) of the desirable criteria to be considered for interview. Desirable criteria will only be used as part of the shortlisting process in the event there are a large number of Applicants. We are committed to developing a diverse and inclusive workforce and particularly welcome applications from females and individuals from a minority ethnic background who are currently underrepresented in our industry.
A basic disclosure may be requested if security clearance is required by 3rd party clients and a criminal record will not necessarily be a bar to obtaining a position. Our Access NI/Vetting and Barring Scheme Policy and Policy on the Recruitment of Ex-Offenders is available upon request.
Access NI Privacy Notice can be viewed at: AccessNI Privacy Notice | Department of Justice (justice-ni.gov.uk)
About Us
GRAHAM FM is a subsidiary of the GRAHAM Group. At GRAHAM FM, we’re not just one of the UK’s leading Total FM providers - we’re also a trusted partner, committed to enhancing the experience and making the lives of our clients’ easier.
Energised by continued growth and boasting an annual turnover in excess of £948m per annum, we’re committed to investing in our people and creating the conditions for them to excel.
We deliver fully integrated facilities management services across the UK and Ireland. The core disciplines we offer are:
* Building Fabric and Mechanical & Electrical (M&E) Maintenance Services
* Projects and Minor Works
* Compliance Services
* Fire and Security Services
* Energy Services
* Traffic Management
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