Faults Coordinator in Poole

Location: Poole

Contract Length: 8 months potential to extend

Start Date: ASAP

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. Aiming to keep the Inbox as clear as possible and looking into older e-mails to action accordingly to progress them.
• 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. Always think of reducing fault numbers where you can.
• Manage Clears and Temp Clears, putting the information on Maximo in the correct format and using the correct code. Make sure to check outstanding faults to see if you can close any others down in hand or put any into exception, always thinking of reducing fault numbers where you can.
• 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 PI’s – 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 and Bank Holidays.

PLEASE BE AWARE THERE IS NO PUBLIC TRANSPORT TO THE BOURNEMOUTH SITE SO DRIVING OR OTHER MEANS IS ESSENTIAL.

We are committed to providing equal employment opportunities and encourage all qualified candidates to apply. While the hiring process may not be expedited, we urge all interested candidates to submit their applications promptly to ensure their consideration. To apply, please follow the instructions on our application portal. We look forward to receiving your application.