Service Centre Coordinator

3 days ago

Dublin, Ireland Apleona Ireland Limited Full time

The Service Support Centre (SSC) is a dynamic environment which operates a support facility for all departments within the business. The SSC processes all work requests and performs a large administrative function for the business. Overall Purpose of the Job Provideadministrative and systemssupportto ensure the dailyoperationoftheSSC andto facilitate the coordination of services within the SSC. Theroleincludesthetimely andaccurateprocessingofallpaperworkinregardstotheservicesupportcentreaswellastheupdatingofCAFM(computeraidedfacilitymanagement)systemandtheeffectiveutilisationofallothersystems. The role is a heavily interactive role and involves daily communication with both internal staff and external clients and specialist partners. Main duties and responsibilities Ensure all collated appropriate information from incoming calls,emails,mail andverbal communication is correctly and completely entered into the CAFM system or appropriatesystem asrequired Followup and reconciliationof all incomingdocumentation and informationto support effective closeoutof allopen /outstandingworks. To include quotes, follow up service reports, recommendations etc Running reports on CAFM to monitor work order status- billing all work approved work orders in a timely manner Periodic review of WIP files received by accounts and prompt action taken on closing and billing all open work orders Coordination and schedulingof themaintenancetasksfor themobileteam and specialist contractors for PPM and reactive Coordinate and ensure thatmobileteamare dispatched andreactto all client callsnationwide within agreed timeframes, with maximum efficiency. Generation of all reporting requirements as per individual Client service level agreements Collate and produce weekly and monthly reports from the CAFM system formanagement and clients Working with SSC colleagues and other departments within the company to ensure all SSC processes and procedures are updated and reflect the most efficient methods in performing tasks Assisting the Service Manager on all requests as required and deputizing on some management tasks during periods of absence On-going supportof the SSC administrative tasks to ensure thesmooth runningoftheoffice environment General filingof all SSC associateddocumentation (hard & soft) andmanagementof the filing systemto ensure a consistent and tidysystemto aid the speedy retrievalof information Administer the fleetofvehiclesonbehalfof thecompany, ensuringcompliance with companypolicy, roadtax,DOE, insurance etc. Liaise with clients, who wish tobook school facilities and ensure that allrequirements aremet, as well asobtaining insurances and depositsas required Schedule, train, supervise and evaluate service staff Train Call Center staff in Service Centre procedures Assist in the development and maintenance of documentation of Service Centre systems which can be used and understood by Service Center staff Checkoffice and stationary supplies andorder asrequired Support and assist with thecompletionoftenderdocuments as andwhen required. Ad-Hocduties as required Qualifications and Experience Excellentworking knowledgeofMicrosoft excel, word,outlookessential andother softwareprogrammes The successful candidate must have: Proactive and enthusiastic approach essential coupled with a professional demeanor Effective problem solver Must exhibit the following behaviours:- Leadership Building relationships Excellent communications skills, Customer & Stakeholder focus Ability to embrace new systems and procedures as they are implemented Third level qualification is desirable but not essential 2 or more years experience in working in a Service Support Centre or similar dynamic environment within Facilities environment or similar Strong numeracy, verbal, interpersonal and communication skills Experience in operating a CAFM (Computer Aided Facility Management) system would be an advantage Experience and ability to work well as part of a team and on own initiative Excellent customer service skills, excellent telephone manner and interpersonal skills Must support the goals of the organisation Must embrace and demonstrate continuous improvement behaviours Solid record of attention to detail and strict adherence to procedures Act responsibly to the natural environment and society, fair business conduct, support diversity, promote Health and Safety and Quality at work Deal responsibly, understand business requirements, full and open communication, transparent reporting The successful candidate must have a strong cultural fit with our company's 4 Guiding Principles which are: ClientOrientated Service Spectrum Excellent customer service skills, partnership approach, facilities expert, professional demeanour, effective solutions. Successful Employees New ideas, entrepreneurial attitude, loyalty, genuine commitment to excellence, assume responsibility, exchange of experience, flexible and mobile, Apleona ambassador, team player, honest. Sustainability Act responsibly to the natural environment and society, Committed to ethical principles, fair business conduct, support diversity, promote Health and Safety. ValueOrientated Strategy Deal responsibly with capital, develop Apleona strategically and operationally, full and open communication, transparent reporting. Working Pattern Monday to Friday, from 9 Am to 5:30 PM.

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