Planning/Compliance Co-ordinator

Job description

ENGIE are recruiting for a Planning/Compliance Co-ordinator to be based in Newcastle. This is a permanent full time role working 37.5 hours per week. A normal shift rotation is between 07:00 - 20:00 we require flexibility working 365 days a year 7 days a week. Part time may also be considered. On offer is a salary banding of £22,000.00 - £28,000.00 per annum, dependent upon skills and experience.

Planning/Compliance Co-ordinators are part of a wider Customer Service team providing daily work planning function for the planned preventative maintenance of assets within client locations and provide comprehensive office support by answering phones, dealing with customer queries and maintaining records. You will be required to utilise the current database systems to export information relating to monthly maintenance regimes to plan and allocate work to the required engineer or contractor, chase for outstanding PPM, raise corrective maintenance where required and follow through to completion of work as well as reviewing and managing technical aspects of the statutory certification process, ensuring that client systems are up to date, and buildings are compliant. To support the administration team in understanding technical aspects of documentation to ensure all work orders on the databases are closed out. The post holder will work within and actively promote customer service standards, acting as an ambassador for Customer Services, the SSC, clients and ENGIE. The post holder will be required to work flexibly with variable hours of work. 

Primary Accountabilities and Deliverables: 

·  To effectively manage and respond to all enquires and communication via all contact channels e.g. telephone, post, email, face to face, and digital methods.
·  Ensure all contractual documentation is collated, read and understood.
·  Promotion of self – serve channels. 
·  Provide feedback as per the contract specification when required
·  Assist in the timely preparation of valuations, submissions of invoices and receipt of payment
·  Review tasks on a regular basis to ensure SLA's are adhered to.
·  To receive and process complaints, comments or suggestions ensuring these are resolved, where possible, at first point of contact or escalate through agreed processes. 
·  Follow up with the relevant engineer/subcontractor where updates have not been provided.
·  To adhere to established procedures for each service request.
·  Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction and drive service efficiencies. 
·  Follow up with the relevant engineer/subcontractor where updates have not been provided.
·  Manage all subcontractor visits to ensure client satisfaction.
·  Recording of all feedback and updates on the CAFM system.
·  Accurate production and issue to authorised subcontractors of Purchase Orders through the Coupa system within client specific guidelines and SLAs
·  Ensuring accuracy of invoices.
·  Liaise with the contract manager and M&E manager to ensure they are aware of all works being carried out and the feedback from the client.
·  Chase, attach, and file all compliance documentation.
·  Maintain all asset data and PPM schedules.
·  Compile and collate required quotes for the contract ensuring the specification is adhered to.
·  Assisting will the development of process and procedure documents.
·  Comparing required work against client scoping documents to ensure work is raised as comprehensive or client charged orders liaising with clients and operation managers.
·  Undertaking conference call with Operation Managers to discuss best practice and discuss outstanding issues when required.
·  Managing contractors from job requests being sent to completion
·  Being a knowledge champion and being able to effectively answer question and queries regarding all aspects of the contracts.
·  Ability to support a team of predominantly non-technical administration staff to improve their overall knowledge of compliance and ensure all works are correctly closed
·  To assist in the supervision and maintenance of day-to-day processes and routines to ensure delivery of an efficient and effective customer service function. 
·  Complaint handling and escalation as required and support continuous improvement activity to reduce levels of customer complaints
·  Assisting in service development and continuous improvement projects and activities. 
·  Acting in accordance with ENGIE’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all ENGIE policies, regulations, guidelines and procedures. 
·  Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager 
·  Be able to work to a high standard of accuracy that ensures prompt, efficient and effective service delivery. 
·  Ensure behaviours are aligned with ENGIE’s core values and competencies 
Relationship management: 

·  Promote a positive image of the Client, associated services and ENGIE 
Administrative and Financial management: 

·  Undertake day-to-day administrative, financial and support service routines as required 
Impact: 

·  Contributes to the delivery of excellent customer experience 
·  Contributes to the efficient delivery of services 
·  Contributes to growth opportunities and acts as an ambassador for Customer Service across the business 
Failure to operate in line with the Contract Operating Model PPM & Compliance processes, contract SLA’s and client specified guidelines can result in financial penalties for the company.

Support ENGIE by: 

·  Participating and contributing to new business opportunities 
·  Identifying and contributing to continuous service improvements 
This list is typical of the level of duties expected of the post holder. It is not exhaustive, and other duties of a similar type and level will be required. 

For more information about ENGIE please visit:http://www.engie.com/en/candidates-area/

Essential: 

Good general education with a minimum of 4 GCSE at Grade C or above including Maths and English, or the equivalent, and/or able to demonstrate relevant experience and capability 
Good literacy, numeracy and ICT skills 

Desirable: 

·  Possesses a recognised Customer Service qualification e.g. NVQ, ICS 
Experience:

Essential: 

·  Experience in providing help, advice and information in a customer service environment 
·  Experience of gathering organising and managing information 
·  Experience of administrative routines 
·  Experience of working in a team and in a performance management culture 
·  Experience of working with a wide range of ICT systems including Microsoft Office and CAFM support systems 
·  A background in PPM and asset data management
·  A high level of technical ability, specifically in the arena of FM statutory compliance Desirable: 

·  Experience of using a range of associated business systems e.g. Contact Management, Customer Relationship Management, workforce Management 
·  Experience of working across different channels e.g. telephone and face to face 
·  Experience of supporting project work, activities and continuous improvement 
Roles and Behaviours:

Essential: 

·  Ability to work as part of a team and/or work unsupervised as required 
·  Ability to work consistently in an enthusiastic and professional manner. 
·  Ability to stay calm under pressure 
·  Delivers excellent Customer Service in line with standards and expectations 
·  Positive attitude to challenges and change 
·  Excellent communicator 
·  Commitment to equal opportunities and anti-discrimination policies 
·  Flexibility to work shifts and across different sites to meet our business needs across the opening hours of the service  For this role you must have evidence of right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.

This job advert is supported by the ENGIE Resourcing Team. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers.