Location: We welcome applications from those looking for hybrid working, based 3 days in our Handforth office in Cheshire.
About the Role
As part of the wider Facilities Helpdesk team, you will deliver an exceptional service and provide support to all customers in line with the agreed KPI’s, company values, and the Facilities Management strategy.
You will be using the Expansive CAFM system to provide accurate and timely communications and updates to Vet, Retail, and field colleagues as well as providing support with Facilities project rollouts across pet care centres and vets’ standalones.
Key Responsibilities
1. Strong focus on delivering excellent customer service to all Vet and Retail Colleagues.
2. First line contact for all queries and requests - Manage all incoming reactive maintenance requests from PCC’s and standalones via telephone, e-mail, and CAFM system.
3. Liaising and communicating with our Retail & Vets colleagues to build and maintain excellent working relationships, being responsible for the booking and management of contractor attendances.
4. Appropriate diagnostic check of work orders to ensure correct response times are assigned to contractors.
5. Using the CAFM system to manage and prioritise your workload, following each work order through to a satisfactory conclusion ensuring that updates are communicated to all relevant parties and in-line with agreed KPI’s.
6. Processing work order costs in line with KPIs, including correct cost code allocation, supporting with reactive maintenance invoice queries to ensure contractors receive timely payments, processing of Opex and Capex quotes in line with KPIs.
7. Act as first line support to customers and contractors to triage and resolve CAFM related issues.
8. Support with equipment & asset management, including dental x-ray, drug safes, washers & dryers, by recording new asset data accurately.
9. Supporting the Facilities Helpdesk Manager carrying out regular contractor and costs reviews to ensure the best value is being achieved and new innovations are introduced.
10. Support with Facilities project rollouts across pet care centres and vet’s standalones.
11. Any other administration support for the Facilities Management.
Experience and Skills Required:
1. Experience of Helpdesk Works, customer services delivery, and complaint handling.
2. Experience of Contractor works schedules and Document controls.
3. A sound knowledge of Computer software systems.
4. GDPR Trained.
5. CAFM system experience or similar system usage and Technical Maintenance experience is desirable.
6. Analytical skills.
7. Effective communicator at all levels.
8. Ability to work under own initiatives as well as being a team player.
If you have a keen eye for detail, enjoy scheduling works and liaising with a team of in-house and external engineers, building strong internal and external relationships, this could be the role you’ve been looking for!
Pets just see people. They aren’t biased and they don’t discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.
#J-18808-Ljbffr