Paymech Co-ordinator

Dalkia UK have a great opportunity for a permanent Helpdesk Paymech Co-Ordinator to join our friendly and busy team from our Manchester office on a hybrid basis.

**Hours of work**

**40 hours a week Monday to Friday: 2 days in the office and the rest working from home.**

**Responsibilities**
- Review Daily Raised Tasks and use the daily Paymech report to identify High Risk Gross Service Unit (GSU) tasks and to identify any incorrectly logged tasks by KPI and Location.
- Correct any jobs logged inaccurately. Implement a feedback loop to improve the accuracy of job logging. Drive down the instances of incorrect job logging.
- Using the reporting capability within the Computer Aided Facilities Management (CAFM) system daily, identify jobs without a confirmed start date and implement a corrective action. Using resources available, both internal and via the external 3rd party external supply chain, identify a solution and within delegated authority levels, take the steps required to achieve SLA compliance.
- Where required, seek approval from either the HD Manager or the Operations Manager or FM to any corrective actions.
- To review Paymech reports to ensure any tasks attracting a high level of payment deduction have a confirmed start and completion date.
- To report savings made and to report back into Management to review monthly progress.
- Working with both internal engineers and our 3rd party external supply chain, you will establish the most frequent barriers to success, and you be responsible for developing improvement plans to mitigate those obstacles. All plans will be presented to the HD Manager, FD (Finance Director) and Operations Manager for Wirral for approval.
- Be responsible for obtaining EOTs and amend the CAFM system as appropriate, ensuring the target date is achievable. Continue to monitor tasks that have an EOT to ensure they will be completed within the agreed timescale.
- Attend weekly/fortnightly HD calls with the Operational FM team reporting:

- Number of jobs with agreed EOT
- Provide details of those jobs where the client refused an EOT.
- Report on projected Paymech performance deductions and seek agreement on mitigation measures.

**Requirements**:
**Essential**
- 5 GCSE at grade C or above
- Good communication skills

**Desirable**
- Previous Experience of a Helpdesk planner role
- A knowledge of GSU and Paymech Deductions and ratcheting costs
- Previous experience of customer service roles
- Previous experience of Facilities Helpdesk

**Benefits**
- Full induction, training and uniform
- 25 days holiday
- Holiday purchase scheme
- Birthday holiday
- Health care
- Pension
- Enhanced maternity and paternity pay

We’re committed to treating all our job applicants fairly and with respect. If you need adjustments, we're happy to discuss that with you. Please contact our talent acquisition team in confidence.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£30,000.00 per year

**Benefits**:

- Additional leave
- Employee discount
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Ability to Commute:

- Manchester (required)

Ability to Relocate:

- Manchester: Relocate before starting work (required)

Work Location: Hybrid remote in Manchester