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Facilities Support Coordinator

2 months ago

Hertfordshire, United Kingdom OCS Group Full time

We are looking for a motivated and detail-oriented Facilities Support Coordinator to deliver exceptional assistance to our internal and external stakeholders through the OCS Helpdesk. In this position, you will oversee a significant volume of requests utilizing various communication channels, including phone and online inquiries, for a facilities management helpdesk utilizing a Computer Aided Facilities Management (CAFM) system. This role requires complete accountability for addressing customer inquiries from initiation to resolution, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs).

Key Responsibilities:

  • Manage a high volume of incoming emails and calls related to service requests from clients.
  • Record and update issues, tasks, complaints, and inquiries in our CAFM system, Concept Evolution.
  • Resolve general inquiries and queries effectively.
  • Adhere to the approved quoting process for ad-hoc tasks, ensuring details are updated in the CAFM system.
  • Maintain a comprehensive history of all logged requests in the CAFM system prior to closure.
  • Proactively reach out to service teams for updates on inquiries to meet agreed SLAs.
  • Coordinate the scheduling of contractors for on-site work.
  • Compile and prepare weekly and monthly reports for clients, capturing data for analysis by the Account Manager and clients.
  • Perform additional duties as necessary to support the organization and cover for absences.

Qualifications:

  • Proficient in Microsoft Office and Excel.
  • Prior experience in a call-handling environment and managing a CAFM system.
  • Demonstrated excellence in customer service, with strong written and verbal communication skills.
  • High attention to detail and accuracy.

Desired Attributes:

  • Customer-centric approach
  • Strong accuracy and attention to detail
  • Collaborative team player
  • Able to perform under pressure
  • Positive mindset with effective problem-solving abilities
  • Dedication to achieving results