Service Coordinator Vinewood House, Stoke-on-Trent

Job description

Engie are recruiting for a Service Coordinator to be based at Vinewood House, Waters Edge Business Park, Campbell Road, Stoke on Trent ST4 4DB. This is a permanent full time role working  40 hours per week, Monday to Friday on a rolling Rota covering between 07:00 - 19:00. On offer is a competitive salary and benefits package.


General Overview: 

The role of the Service Coordinator is to respond to,plan and organise the full life cycle of all facilities management work from customer enquiry to job completion. You will be expected to deliver excellent customer service, interpreting and managing work orders through the Maximo system, planning and dispatching both Reactive and Planned Maintenance works to a number of engineers, sub-contractors and site managers across various locations, ensuring all are completed within contractually defined SLA’s and providing administrative support where appropriate. Reporting to Service Supervisor.
Main Responsibilities/Duties Include:

·  First point of contact for incoming telephone calls and service requests received by telephone, fax and e-mail.
·  Interpret and log work order requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs). 
·  Understand, identify and apply the SLA for each service request and set expectation with customer.
·  Sort and dispatch calls to engineer, sub-contractors and site managers based on the correct skills sets, geographical location and service delivery arrangements.
·  Re-plan/assign as required to manage workload and priorities of response.
·  Meet SLA targets and respond to customer demands.
·  Plan daily work load for engineers using available systems.
·  Prioritise urgent jobs and plan and dispatch operative/sub-contract support to meet urgent demand.
·  Organise planned maintenance for engineers, sub-contractors and site managers. 
·  Raise purchase requisition and/or purchase orders to the value not exceeding agreed limits.
·  Ensure compliance with statutory and company procedures, across all functions.
·  Collate accurate and punctual regular reports as required
·  Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints.
·  Analysis of job history/running reports to avoid duplication.
·  Promote customer feedback and surveys.
·  Ad hoc administration duties.
·  Ad hoc site visits – familiarisation visits to the sites you are responsible for, meeting the team.
·  To comply with company procedures to ensure that all risks relating to safety, health, environment and quality are effectively managed through the use of risk assessments, PPE, training and company procedures to ensure a safe working environment. For more information about ENGIE please visit:http://www.engie.com/en/candidates-area/

Qualifications or Required Experience:   

·  5 GCSEs at grade C or above or equivalent, 
·  relevant experience in similar role
This role requires an enhanced disclosure
An enhanced disclosure contains the following information:

·  All convictions both current and past,
·  Cautions, reprimands and warnings help on the police national computer for England and Wales,
·  Relevant convictions in Scotland and Northern Ireland may be included,
·  Checks against the Children’s and Vulnerable adults barring list,
·  Additional checks for relevant information held by the local police forces for the position being applied for 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.