Contract Administrator Apprentice

Type: Apprentice
Region: London

JOB TITLE: Additional works administrator

LOCATIONS: 14Pier Walk, London, North Greenwich. Hybrid working

SHIFT PATTERN: Monday – Friday 09:00- 17:00/ 08:00-16:00

SALARY: £25,000 Per annum

ROLE OVERVIEW AND PURPOSE

The Helpdesk Operative will form part of a team responsible for the recording, allocation and progressing of reactive engineering requests on the contract.

KEY RESPONSIBILITIES

Key duties and accountabilities include:

• Monitoring of TfL inbox FM/SM requests
• Ensure compliance with statutory and company procedures across all functions,
• High attention to detail on all work submitted such as quotes and purchase orders
• Dispatch work to both direct labour and contractors in a timely fashion based on the correct skills sets, geographical location and service delivery arrangements,
• Prioritising urgent jobs and plan and dispatch engineers to meet urgent demand,
• Escalate any complaints or issues as required,
• Analysis of job history/running reports to avoid duplication,
• Undertake other duties as directed by management,
• Manage the completion process and ensure all closures are sent to the client,
• To demonstrate rapid response to customer issues and show a systematic approach to problem solving,
• To take reasonable care for the health and safety of him/herself and others.
• Adhere to all SLAs/KPIs set against your role including call answering times, quality assurance, email response times,
• Understand, identify and apply the Service Level Agreement (SLA) for each service request and set expectation with customer,
• Full responsibility in maintaining information on multiple trackers
• Compiling completion evidence and submitting to TfL for review

REQUIRED SKILLS AND EXPERIENCE

• Exceptional organisational skills,
• Ability to handle conflicting workloads and to work under pressure,
• An excellent telephone manner with the ability to communicate effectively at all levels delivering flawless customer service always,
• Ability to develop effective relations with key stakeholders including management, customers, staff teams and clients,
• Ability to set and achieve targets via effective engagement with stakeholder groups,
• Strong communications skills in both telephone and correspondence/report handling.

Desirable:

? A previous customer service representative or frontline support role is desirable,

? Experience in using CAFM system or asset management system.

? Rounded educational background and credible experience as a helpdesk operative