Reactive Maintenance Co-ordinator

5 days ago

Oldham, United Kingdom ABCA Systems Ltd Full time

If ABCA sounds like the right place for you, we would love you to join our team within our Service Department. You will co-ordinate the completion of all Reactive Maintenance obligations of Service & Maintenance Contracts within a designated region.

**Duties and responsibilities**
- Management of new calls received through to resolution including allocation to correct engineers, both in terms of skillset and geographical location.
- Understanding of Service Level Agreements and priority response times.
- Confirmation of all engineering appointments with customers whether a scheme manager, tenant or a contract manager.
- Daily booking all Collect+ deliveries as per daily report for engineers, and confirmation of receipt of delivery.
- Strong organisational skills with ability to manage both new orders and work in progress, through to resolution.
- Arranging works via sub-contractors, agreeing costs and raising relevant purchase orders and obtaining reports to close out calls.
- Handling of follow ups which are ready for rebooking; confirming mutually agreeable appointment with scheme managers, tenants or contract managers.
- 1st line handling of calls from engineering team and other internal staff members in regards to appointments and job updates.
- Ensuring engineers are on the road at the required time and running on time against work planned, phoning ahead and advising any customers whose appointment has been affected.
- Constant monitoring of engineers’ progress ensuring they are running at capacity and the required workload will be fulfilled. Action any issues as required.
- Dispatch of engineers calls to PDA following up day prior with a phone call to each to ensure they understand the requirements of workload and have the required resource to complete.
- Management of overdue calls on CASH diary system.
- 3RD line answering of telephone overflow enquiries.
- Working together as part of a regional team to ensure the success of the region, this may include assisting in other aspects of the running of the region in ways that differ from your specific job role, instructions on any additional tasks will be issued by the regional supervisor or the customer service manager on an ad hoc basis.
**Experience and Personal Attributes**
- Communication and interpersonal skills, including good customer service skills.
- Ability to work on own initiative and as part of a team.
- Problem solving skills.
- Organisation and prioritising skills.
- Strong geographical knowledge of UK with a good understanding of logistics, traffic management and route planning.

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

**Salary**: £10.09-£11.06 per hour

**Benefits**:

- Discounted or free food
- Employee discount
- Referral programme
- Store discounts
- Wellness programmes
Schedule:

- 8 hour shift
- Monday to Friday
- No weekends
COVID-19 considerations:
We are now aware of legislation that has come into force which we will be required to follow when visiting a number of customers. As such, we are now required to request your vaccination status.

**Education**:

- GCSE or equivalent (required)
**Experience**:

- Customer service: 1 year (required)

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