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Providing support to the client and answer calls and emails in a professional and timely manner
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Determine the nature, priority of faults based on information provided by the client.
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Liaise closely with site teams and head office, ensuring accurate processing of quotations and purchase orders.
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Managing the supply chain and drive them to attend within required SLA’s.
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Driving the engineering team to attend to all callouts within required SLA’s.
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To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance with the contract scope and not outside of this.
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Raise and assign work orders to relevant resources.
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Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations.
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Monitoring calls received from the customer through to call completion and updating records.
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Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA’s.
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Ensure QHSE documentation is maintained and readily available using company systems.
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Manage system as a key user on site including PPM records, reactive and reporting.
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Promote and maintain company culture throughout the team.
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Maintain people records such as new starters, leavers, general staff changes, contact details, etc.
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Effective communication with all levels of internal teams and external customers
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Familiar with daily operations and the specific scope of the contract
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Undertake any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager
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Very proficient in the use of Outlook, Word, Excel, Access, and PowerPoint. Excel skills to include basic functions, v-lookups, etc.
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Experience of using Dynamics, Concept, Maximo.
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Experience of a similar customer facing role in a medium-sized business.
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Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities.
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Excellent command of the English language demonstrated through good verbal and written communication.
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Must be detail conscious, accurate and methodical in approach.
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Strong organizational and communication skills
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Able to work systematically and use own initiative.
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Able to work on more than one task at any given time.
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Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently
