Manage your own assigned Client accounts while developing a good knowledge of all Clients, to ensure a high level of service to all our customers.
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Support the Contract Managers in implementing new processes and service delivery through the Helpdesk team
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Organise internal phone system amongst the team.
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Allocate Engineers appointments for your assigned sites.
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Monitoring of shared Helpdesk Mailbox and ensure team are reacting to emails quickly and efficiently.
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Joint first response to answer all incoming calls within 4 rings.
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To try and resolve queries before passing on to others.
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If a call needs to be forwarded, ensure correct names and line of business is established prior to passing on the call.
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Joint response to answer all deliveries.
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Check against purchase order and mark up parcel with job number and site and update IBMS and relevant paperwork.
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Respond to all clients call outs and emails to comply with 4-hour response time needs.
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Process all correspondence/certificates to Clients etc.
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Scan all relevant documentation and assign to correct section in IBMS.
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Process all quotes and send to Client as required after Managers approval.
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Raise purchase orders for materials/services required from accepted quote and attach Supplier’s copy of quote to pink copy of purchase order.
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Update Sub-Contractor Contract Form.
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Set up New PPM Contracts/Manuals.
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Contract Renewals up to Managers Approval.
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File all paperwork once processed.
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Organise engineers’ daily schedule/diary.
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Process all weekly engineers Service Sheets and update IBMS.
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Following up Clients for outstanding quotes and logging when completed.
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Process a weekly report from IBMS on engineers completed jobs and prepare up to invoicing stage.
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Obtain order numbers from Clients and prepare paperwork and pass to Finance ready for invoicing