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Service Delivery Assistant

2 months ago

Sutton Coldfield, Birmingham, United Kingdom London Borough of Sutton Full time
About the Role

Job Summary

We are seeking a highly organized and detail-oriented Facilities Operations Coordinator to join our team at the London Borough of Sutton. As a key member of our Facilities Management Service, you will play a crucial role in ensuring the smooth operation of our facilities and providing exceptional customer service to our stakeholders.

Key Responsibilities
  • Service Coordination: Coordinate all planned and reactive services within your remit, working closely with service managers and supply chain partners to ensure seamless delivery.
  • Helpdesk Operations: Log calls/jobs on our helpdesk database, allocating work orders to internal teams or external contractors as required.
  • Work Order Management: Accurately record all information necessary to resolve reported service requests, incidents, and complaints, including classification for trend analysis.
  • Reactive Work Scheduling: Take ownership of reactive work schedules, ensuring all tasks are completed in line with requirements.
  • Contractor Management: Ensure all specialist contractor details are accurately stored in our helpdesk database.
  • Reporting and Analytics: Track job progress against predetermined KPIs, implementing escalation procedures as needed.
  • Reporting and Communication: Produce reports from helpdesk data in required formats for KPIs and management teams, and communicate job progress and closure to staff and contractors.
  • Customer Complaints: Handle and resolve customer complaints according to our Customer Complaint process.
  • Financial Management: Invoicing and billing for FM services, covering tenants, partners, occupiers, and third-party organizations.
  • Process Improvement: Develop and maintain a good understanding of our core helpdesk application, facilities management services, and relevant processes and procedures.
  • Business Continuity: Be aware of our business continuity plan and backup systems.
  • Communication: Follow up on communication correspondence, such as emails and letters, as required.
  • Documentation: Update site-specific files and other documentation as necessary.
  • Training and Development: Assist in training new FM staff regarding the helpdesk and our helpdesk application.
About Us

Our Organization

The London Borough of Sutton is a leading provider of facilities management services, committed to delivering exceptional customer service and supporting the goals of our wider organization. We are a multidisciplinary team, working in partnership with our contractors to provide a professional and customer-focused service.

We are currently undergoing a significant transformation, implementing a new operating model that will enhance our services and improve our ways of working. This is an exciting time to join our team, as we continue to improve and grow our services.

About You

Requirements

  • FM Experience: Experience in an FM role or similar customer service/IT role.
  • Service Desk Experience: Experience of service desk/call centre processes and workflow.
  • Flexibility: Ability to work flexibly, including out-of-hours, weekends, and evenings, and occasionally with short notice.
Our Offer To You

Why Join Us?

We offer a supportive, friendly, and collaborative environment, where you can grow and develop your career and skills. We value and nurture talent, and are committed to helping you fulfill your potential. Our modern and flexible working environment, supported by our IT infrastructure, including Google Chromebooks and Google Apps, allows you to work from a variety of locations and enjoy improved work-life balance.

We offer a range of benefits, including:

  • Generous Annual Leave Entitlement: Plus bank holidays (pro-rata if part-time working hours apply).
  • Flexi-Time: (Please note, this applies to roles at grades 1-9 only).
  • Three Volunteering Days per Year: In Sutton.
  • Comprehensive Learning and Development Programme.
  • Local and National Discounts: For shopping, eating out, and leisure activities.
  • Interest-Free Season Ticket Loans.
  • Local Government Pension Scheme.
  • Car Parking Scheme.
  • Bicycle Loan Facilities and Cycle to Work Scheme.
  • Zip Car Scheme.
  • Free Eye Tests and Contribution towards Glasses.
  • Confidential Wellbeing and Counselling Support.
  • Subsidised Gym Membership.