The main feature of this role will be to provide exceptional customer service and business support to contribute to the continued growth and success of the Business Unit. Understanding, anticipating, and delivering to customer needs, achieving results within quality and time constraints.
Responsibilities:
Providing support to the client and answering calls and emails in a professional and timely manner. Determining the nature and priority of faults based on information provided by the client. Liaising closely with site teams and head office, ensuring accurate processing of quotations and purchase orders. Managing the supply chain and driving them to attend within required SLA’s. Driving the engineering team to attend to all callouts within required SLA’s. Obtaining a comprehensive understanding of the scope of the contract and ensuring that all work is carried out in accordance with the contract scope. Raising and assigning work orders to relevant resources. Actively identifying and implementing innovation across the contract to enhance performance and meet client expectations. Monitoring calls received from the customer through to call completion and updating records. Allocating internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA’s. Ensuring QHSE documentation is maintained and readily available using company systems. Managing the system as a key user on site including PPM records, reactive and reporting. Promoting and maintaining company culture throughout the team. Maintaining people records such as new starters, leavers, general staff changes, contact details, etc. Communicating effectively with all levels of internal teams and external customers. Familiarizing oneself with daily operations and the specific scope of the contract. Undertaking any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager.
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Providing support to the client and answering calls and emails in a professional and timely manner. Determining the nature and priority of faults based on information provided by the client. Liaising closely with site teams and head office, ensuring accurate processing of quotations and purchase orders. Managing the supply chain and driving them to attend within required SLA’s. Driving the engineering team to attend to all callouts within required SLA’s. Obtaining a comprehensive understanding of the scope of the contract and ensuring that all work is carried out in accordance with the contract scope. Raising and assigning work orders to relevant resources. Actively identifying and implementing innovation across the contract to enhance performance and meet client expectations. Monitoring calls received from the customer through to call completion and updating records. Allocating internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA’s. Ensuring QHSE documentation is maintained and readily available using company systems. Managing the system as a key user on site including PPM records, reactive and reporting. Promoting and maintaining company culture throughout the team. Maintaining people records such as new starters, leavers, general staff changes, contact details, etc. Communicating effectively with all levels of internal teams and external customers. Familiarizing oneself with daily operations and the specific scope of the contract. Undertaking any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager.
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