About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Description</H2> </div><div><p style="text-align:justify;margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt;color:black">Aramark Workplace Solutions are currently recruiting for a <strong>Service Centre Co-ordinator</strong>. This is a full- time permanent position reporting to the <strong>Service Centre Manager</strong> on site. </span><span style="font-size:10.0pt">This role supports the delivery of contracted services to our clients. The successful candidate will be proactive and self-motivated in managing the CAFM / CMMS Systems in use and will have the ability to develop and maintain excellent rapport with clients, customers, team members and maintenance contractors.</span></p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Responsibilities</H2> </div><div><p style="text-align:justify;margin:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><strong><span style="font-size:10.0pt;color:black">Job Responsibilities:</span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Responsible for prompt query and complaint resolution for all internal and external clients – via all customer communication portals </span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Liaise with the facilities team to handover, progress, update, resolve and close out customer issues; whilst providing feedback at all key stages to all relevant parties. </span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Escalating issues to supervisory and Managerial level as appropriate.</span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Responsible to the Facilities Manager for the day-to-day delivery of the complete Service Centre services to the wider business; across all aspects of the Service Centre service and within the relevant Service Level Agreements.</span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">To be proactive and flexible in supporting general office / Contract / Helpdesk administration duties as required</span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Adhering to established Service Centre processes around ticket creation, email management, purchase order creation, job scheduling </span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Become proficient in all aspects of the Service Centre Agent role and undertake cross training on all aspects within Service Centre profile</span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Produce metrics and reports for assigned customers as required – daily/weekly/monthly.</span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Participate in the customer complaint and feedback systems in accordance with relevant internal and contractual processes and procedures.</span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Actively participate in the development of and roll out of quality systems and processes to the Service Centre function and identify, develop, and implement improvements in customer service support.</span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Undertake new tasks and training, in line with business development</span></li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Qualifications</H2> </div><div><ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">At least 2 years’ experience of working within a fast-paced office environment. Previous Call Centre/Customer Service experience is desirable</span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">A good telephone manner & communication skill is a must as client liaison is critical part to this role</span></li> <li style="color:black;text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">You must be an extremely flexible individual for this role and have excellent interpersonal skills. </span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Excellent interaction, organisation, and communication skills</span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Planning and organizational skills are also required as the role requires balancing many different duties and being able to prioritise them.</span></li> <li style="text-align:justify;margin-top:0.0cm;margin-right:0.0cm;margin-bottom:0.0cm;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Dependable and able to work independently as well as part of a team</span></li> </ul> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">High level working knowledge of MS office packages, Word, Excel, PowerPoint.</span></li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">Understanding of planned maintenance procedures & building assets.</span></li> <li style="text-align:justify;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:11.0pt;font-family:Calibri, sans-serif"><span style="font-size:10.0pt">A basic understanding of good health & safety practices.</span></li> </ul></div></div></div>