Overview
As the first point of contact for both external and internal clients, you’ll be supporting the business in processing new and existing work orders via our internal system. You will be responsible for keeping the engineers fully productive, ensuring all direct labour operatives are fully utilised, and scheduling works to the engineers to meet client KPI’s and SLA’s.
You will be performing a key role within the Service Delivery Team, ensuring we continue to provide first-class client service. This role requires great attention to detail, good organisation skills, and the ability to work within a fast-paced environment.
Key Responsibilities
* Responsible for specific workflow status within our internal system.
* Manage the ‘awaiting allocation’ tasks, ensuring works are within the client fix SLA and meeting the Target KPI’s set.
* Ensure works have been scheduled and communications updated on the internal system and client portals.
* Develop strong communications with engineers to ensure productivity is at a high standard.
* Review Engineer diaries periodically throughout the day to ensure workflow is managed and works meet client SLA.
* Ensure engineers are logged on to client portals on every occasion and have added materials once works have been completed.
* Contact engineers to determine length of time needed on 4Hr and 10Hr callouts and reschedule other planned works if required.
* Review engineers’ workloads to ensure travel is within the travelling radius set by the LS Engineer Process.
* Create Engineer Purchase Orders within specified timeframe.
* Review and cleanse the internal system with a focus on internal system pots such as Awaiting Allocation, Works Complete, Pending Submission, Further Visit Required, and Stalled.
* Ensure the Escalation process is followed correctly in all instances.
Skills, Experience & Background
* Experience of working within a fast-paced, customer-centric business.
* An ability to demonstrate strong attention to detail.
* Excellent organisational skills with the ability to manage changing priorities.
* Strong communication skills, confident, clear, and professional both written and verbal with the ability to manage expectations and build relationships and trust.
* An experienced team player with an interest in collaborating with others to achieve shared goals.
* Experience of working to and achieving targets and objectives.
* Sound knowledge of technology, primarily Microsoft Office.
About Us
Established in 1998, Lancer Scott offers renowned high-quality construction projects and facilities management services. Based in the heart of Bristol, we have enjoyed success and significant growth, particularly in the last 4 years, with turnover increasing from £56 million in 2020 to a projected £100 million in 2024.
Enjoying year-on-year growth, we're a south-west success story. As part of our growth strategy, we have had to evolve and initiate reorganisation to ensure we continue to deliver the renowned high-quality construction projects and facilities management services that our clients have come to expect.
We deliver commercial, retail, education, residential, and health projects, both in the public and private sectors. We carry out recladding projects, new builds, refurbishments, and facilities management with a workforce close to 400 employees.
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