Customer Service Administrator – Reactive, Planned & Compliance in Preston

The Eric Wright Group has a fantastic history. From our beginnings in construction to an award-winning group of companies, our reputation is built on our Chairman's founding principles of a company that must be profitable, ethical and farsighted, as a result we have people, community and social value at our heart. This is an exciting time for Eric Wright Facilities Management. If social value and profit for a purpose is important to you, as well as working as part of a wider Group with an experienced and supportive team then this is the role for you.

OUR VALUES

• INTEGRITY
• EXCELLENCE
• RESPECT
• INNOVATION

The Role

We are looking to recruit a highly motivated and experienced individual who has excellent customer service skills to support our customer service and compliance teams as a Customer Service Administrator – Reactive, Planned & Compliance reporting. The role is essential in ensuring high standards of customer satisfaction and compliance with stringent contractual KPIs and SLAs, dedicated to the University of Lancashire contract.

You will be responsible for:

• Proactively maintaining and monitoring reactive tasks and assets interfacing with the Clients CAFM as well as our own systems.
• Ensuring adherence to planned contractual SLA’s/KPI’s and escalating any issues as appropriate – ensuring resolution to these issues.
• Working closely with your peer group, EWFM FM, Operations Managers, Building Consultancy, Technical and Compliance Teams to ensure compliance across the client portfolio in terms of Planned Maintenance.
• Maintaining good service delivery to our clients in terms of reactive tasks.
• Amending resourcing on reactive and scheduled tasks to align with Mobile Maintenance Technician schedules – as required.
• Jeopardy managing the completion of tasks and scheduled tasks in accordance with contract/client requirements.
• Ensuring that all service documentation is stored correctly using the mandatory naming conventions, interfacing with the Client CAFM & Compliance systems also to replicate the same data.
• Supporting the Facilities Manager and clients in the retrieval of supporting evidence for planned maintenance regimes.
• Escalating any non-performance issues of supply chain or internal resources in relation to completion of planned maintenance and scheduled tasks to Helpdesk Manager, as necessary.
• Responsible for client reporting regarding planned maintenance as determined by the client contract.
• Progressing remedial works identified following planned tasks and jeopardy managing such works to ensure the contractual KPIs/SLAs are adhered to.
• Providing performance management reporting on reactive work to internal and external stakeholders as required.
• Proactively managing continuous reduction of aged reactive work orders.
• Progressing and monitoring the quotation process aligned to the requirement of remedial works.
• Undertaking audits of planned maintenance and scheduled tasks to ensure full compliance and report any issues or concerns to the Helpdesk Manager and Facilities Manager.
• Routinely informing the contract support team of any contract or financial changes.
• Taking responsibility for, and escalating where necessary all high-risk tasks.
• Proactively managing continuous reduction of work orders and scheduled tasks.
• Raising purchase orders, completing timely goods receipting and processing supplier invoices, ensuring an efficient and compliant end-to-end purchase-to-pay process.
• Providing general administrative support and other appropriate duties as directed.

About You

• Prior knowledge of technical aspects of planned maintenance tasks/regime.
• An effective communicator both oral and written.
• Extensive planning and organisational skills.
• PC literate with good knowledge of MS applications.
• Good all-round administration and time management skills.
• Accuracy and attention to detail.
• Comfortable in a high-pressured environment.
• Ability to work on own initiative in an organised, methodical and self-motivated way.
• Flexible and adaptable approach to work.
• Proactive “can do” approach.
• Previous experience of an integrated CAFM system ideal, but not essential, as full training will be given.
• Driving licence preferable, but not essential, although willingness to travel to client site (local) is non-negotiable.

In return we offer …

• Enhanced annual leave starting at 26 Days + bank holidays rising with service.
• Learning and development - we offer a range of learning opportunities to develop talent at all levels within our business focusing on technical competence, upskilling, compliance and governance and career development.
• Pension — 6.5% employer contribution of your salary into your pension to help you save for the future.
• BUPA - optional scheme and can include your family to the scheme (50% contribution).
• Company sick pay scheme - Up to 20 days full pay in a rolling 12 month period.
• Group Income Protection – 50% of your salary covered for 3 years for long term illness.
• Enhanced Paid Family Leave - maternity, paternity, adoption, fertility, compassion, bereavement, crisis, emergency dependants, and much more.
• Onsite gym – we have a gym on site at Head Office which is free to use.
• Company Doctor – for when you can’t get to see your own or if you have any health concerns.
• Virtual GP - 24/7 access for when you need to speak to a GP.
• EAP – Employee Assistance Programme through Health Assured, supporting you and your family with advice, guidance and counselling on a variety of areas such as health, fitness, home life, finances and much more.
• Mental Health support – through the Thrive app, approved by the NHS, provides tools, to tackle, prevent and manage common stressors such as sleep, bereavement, work issues etc.
• Recognition awards – awards for long service and special birthdays.
• A comprehensive health and wellbeing strategy focused on physical, emotional, financial and career wellbeing.

What we do

As an award-winning leader in the property and construction industry, the Eric Wright Group demonstrates a culture of excellence in civil engineering, construction, development, property and facilities management that ensures long-term relationships with our partners and clients. The companies across the Group regularly collaborate to deliver outstanding results on bespoke projects for both public and private sector clients.

Our ethos

Working at the Eric Wright Group of companies is truly special. Owned by the Eric Wright Charitable Trust, we are a commercially focused business with a social purpose, which means that after reinvestment in the business, our profit is donated to charity via the Trust. This ownership structure provides a high level of stability for the Group and supports longer-term commercial and charitable strategies.

We are extremely proud of our dedicated, passionate and friendly colleagues who live our values and work hard to make a difference in communities every day. The Eric Wright Group is committed to safeguarding and promoting the welfare of its employees, contractors and clients and expects its people to share this commitment. Successful applicants may be required to undertake a Disclosure and Barring (DBS) check or Disclosure Scotland check and to provide proof of their right to work in the UK. We are committed to equal opportunities, inclusion and fairness across all employment opportunities and service delivery. All managers and employees are expected to promote our values to ensure our workplaces and services are inclusive and accessible.