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Client Support Coordinator

3 months ago

London, Greater London, United Kingdom BGIS Full time

JOB DESCRIPTION

Purpose of the Role

BGIS is an innovative organization within the Engineering sector, specializing in Electrical and Mechanical services for commercial facilities. The Client Support Coordinator will play a pivotal role in collaborating with the Contract Support and Maintenance Manager, Engineers, and external partners to ensure that all documentation is processed efficiently, providing clients and their locations with a high-quality and precise service.

Key Responsibilities

  • Addressing daily inquiries from the BGIS team and various clients.
  • Managing the client-facing Help Desk operations.
  • Generating a variety of reports for BGIS and its clients.
  • Collaborating closely with contract support to ensure timely execution of responsibilities.
  • Initiating Work Orders for new jobs, contracts, and quotes.
  • Creating Purchase Orders and coordinating call-outs to subcontractors.
  • Maintaining accurate and up-to-date client files.
  • Processing daily task sheets.
  • Recording holiday and sickness for engineering team members.
  • Performing general administrative tasks such as photocopying and filing.
  • Providing coverage for holidays, sickness, and lunch breaks for other administrative staff.
  • Conducting annual archiving of site documentation.
  • Responding positively to both internal and external customers through effective communication and accessibility, while enhancing contract performance.
  • Ensuring that all necessary documentation from subcontractors complies with Health & Safety and Company Regulations.
  • Monitoring overnight callouts and responding appropriately.
  • Keeping Work In Progress (WIP) records updated at all times.
  • Managing site subcontractor records and the Log Book System.
  • Producing statistical reports on a weekly and monthly basis.
  • Taking ownership of all tasks until completion.
  • Raising reactive jobs and assigning Planned Preventative Maintenance Services (PPMS) using the Concept Evolution system.
  • Keeping the Opti-MIS system updated with all required documentation.
  • Uploading subcontractor service sheets onto the Opti-MIS system.
  • Answering internal customer calls.
  • Taking minutes during meetings.
  • Booking internal meeting spaces.
  • Communicating confidently with clients, the BGIS team, and engineers through various channels including phone, email, radio, and face-to-face interactions.

Accountabilities

  • Reporting directly to the onsite Contract Manager.
  • Collaborating closely with the Contract Manager.
  • This position does not carry direct budgetary responsibilities.

Person Specification / Attributes Required

Education

Essential: A solid educational background, including English and Mathematics qualifications at GCSE level.

Desirable: Higher educational qualifications such as A-levels, HNC/D, or a degree would be advantageous.

Skills / Knowledge

Proficient keyboard skills, including Microsoft Word and Excel.

Essential:

  • Strong communication skills.
  • Excellent telephone etiquette.
  • Good interpersonal abilities.
  • Numerically adept.
  • Punctual and reliable.
  • Capable of working independently as well as collaboratively within a team.

Desirable:

  • Familiarity with the Maximo System.
  • Understanding of engineering terminology and processes.

Experience

Essential: Previous experience in a busy office environment.

Desirable: Experience in a fast-paced Customer Service (Service Desk / Helpdesk) setting.

Aptitudes: Exceptional verbal and written communication skills, with a detail-oriented and methodical approach.

Character: A strong sense of customer focus, reliability, self-motivation, and the ability to prioritize tasks and work effectively under pressure.

At BGIS, we are committed to fostering diversity and inclusion as essential components of our organizational success. We strive to maintain a barrier-free recruitment process, ensuring equal employment opportunities for individuals from all backgrounds.