Performance Officer

7 days ago

Liverpool, Liverpool, United Kingdom GRAHAM ASSET MANAGEMENT LIMITED Full time
About the Role

We are seeking a highly skilled Performance Officer to join our team at GRAHAM ASSET MANAGEMENT LIMITED. As a key member of our Facilities Management department, you will be responsible for ensuring the smooth operation of our Contact Centre, delivering high-quality service and achieving performance targets.

Key Responsibilities
  • Lead and Inspire: Oversee the Contact Centre operations, manage a team of Operators, and ensure effective workload distribution.
  • Develop Talent: Focus on the professional growth of your team by providing training, support, and development opportunities.
  • Monitor Performance: Analyse call service levels, review daily, weekly, and monthly reports, and identify trends to drive improvements.
  • Enhance Processes: Update service desk documentation, manage timesheet submissions, and ensure compliance with company policies.
  • Communicate Effectively: Issue daily reports, address potential contract failures, and coordinate with clients and contract managers.
  • Adapt and Innovate: Operate the full service desk function as needed and contribute to ongoing improvement efforts.
About You

We are looking for a proactive and detail-oriented Performance Officer who excels at managing multiple contracts, meeting various KPIs and SLAs, and delivering high-quality reporting. Your ability to analyse performance data, coordinate tasks, and lead a team effectively will be crucial to your success.

Requirements
  • Proven experience managing multiple contracts with a focus on KPIs and SLAs.
  • Familiarity with CAFM systems and maintenance/construction backgrounds.
  • Proficiency in IT applications, including job management systems, databases, and MS Office.
What We Offer
  • Generous Time Off: Up to 36 days of paid annual leave to help you maintain a healthy work-life balance.
  • Financial Security: Excellent company pension scheme and free life assurance (6x your annual salary) for peace of mind.
  • Health and Wellness: Free BUPA health assessments and access to a discounted private healthcare scheme to keep you in top shape.
  • Well-being Support: Comprehensive Employee Assistance and Health & Wellbeing programs to enhance your well-being both at home and at work.
  • Career Growth: Ongoing training and development opportunities to support your professional advancement.

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