Faults Coordinator - Nights in London

Location: Poole

Contract Length: 8 months potential to extend

Start Date: ASAP

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services, is proud to be partnering with a dynamic and innovative organisation at the forefront of Technology. We are currently recruiting for a Faults Coordinator to join their world-class team. This is an initial 8 Month Contract working 4 Nights on 4 Nights off in the office in Poole. Please note that this position will migrate to Bournemouth from October 2026. The first 6 Months will be training and all office based. Once training is completed the role will become a Hybrid position 2 Nights in the office and 2 Nights Remote working. This contract has the possibility to extend. Working hours are between 18.30pm - 08.30am on a Rolling 4 on 4 off basis.

About the Role:

This role is responsible for the effective handling of faults in line with our customers' contract requirements, working on a prestigious and essential availability-based traffic signal maintenance contract. You will develop an expert understanding of our customers' requirements and support our London Field Services team. You will contribute towards the long-term development of the Service Operations Centre and help to establish our department with both internal and external customers.

Key Responsibilities:

• Taking calls through the Telephony System from Field Engineers, Contractors, Third Parties and our Customer.
• Optimising contract performance by liaising with the TfL fault desk, 3rd Parties, Engineers and Field management as needed.
• Carry out intelligent allocation of faults to Field Service Engineers and Contractors making use of the matrix to ensure we assign faults to an appropriately skilled engineer.
• Ensure the process for time sensitive and more urgent faults is followed and attendance is within the required time.
• Managing the Mailbox, dealing with new e-mails as they come in and actioning/responding as needed.
• Ensure all new faults are logged on InView and the information checked, closing down any duplicate faults where possible or putting into Exception if possible.
• Manage Clears and Temp Clears, putting the information on Maximo in the correct format and using the correct code.
• Carry out a daily check of faults lifting from Exception, spending time looking into each and either assigning the fault for engineer attendance or extending the exception before it lifts.
• Manage Rejections from Maximo, ensuring the relevant additional information is added or the engineer is sent back to site as needed.
• Monitor All Teams Chats and ensure responses are given in a timely manner.
• Ability to update Handover effectively and communicate verbally updates and anything to handover as well as take over handover and action anything outstanding whilst taking note of anything important.
• Carry out Borough Checks as required.
• Ensuring fault numbers match on InView and Maximo and duplicates are closed, third party reported etc.
• Process PIs.
• Updating Questionnaire in Maximo and then raising any outstanding or Raise & Clear faults correctly within the systems.
• Manage Switch Outs correctly, ensuring the relevant information is added to the 2 systems as well as the Switch Out Tracker.

Key Skills / Experience Required:

• A great problem solver with an eye for attention to detail.
• Able to be receptive to and support change.
• Ability to work independently and take ownership of tasks to completion.
• Incredibly organised, can manage your own time effectively and the ability to prioritise your workload effectively.
• Excellent communication skills both verbal and written and not afraid to escalate to Management when needed.
• Good knowledge of MS Office, Outlook, Excel and other databases or software and the ability to pick up new systems easily.
• The ability to remain composed when working under pressure and in a busy environment.
• Able to build relationships and communicate well with colleagues, customers, contractors, and stakeholders.
• A positive attitude especially when taking on new processes and systems.
• A pride in your work and care for the contract, wanting to have your tasks up to date and an excellent quality in the output of your work.
• Experience of working in a team environment is essential.
• Previous administration and co-ordination experience is desirable.

This is an ideal opportunity for someone who has excellent Customer service skills, a good eye for detail and is tech savvy. Please note that this is a Nights only role and is 4 on 4 off shifts including weekends.