Planner, Customer Service​/HelpDesk, Office Administrator​/ Coordinator

Overview

CFM are a leading NI Facilities management company delivering total integrated building service solutions throughout the public and private sector. The business has grown rapidly over the last 5 years and currently has a 350 strong all trade workforce.

Your New Opportunity This role operates within a fast-paced environment and is responsible for the planning and scheduling of job orders, ensuring efficiency and cost-effectiveness whilst providing a first-class service to our customers. This role will require teamwork and liaise closely with all stakeholders in the business and assist daily in managing targets and workflows effectively.

• Be the initial point of contact for tenants for urgent, routine and adaptation works
• Scheduling customer appointments and creating events
• Notifying customers on planned arrival of workers; assigning jobs to relevant trade/department within the required job category via computer communication while considering cost, customer service and resource availability
• Raising survey events on new COTs, Adaptations and Response jobs
• Monitoring progress of all jobs to ensure all scheduled works are completed and PDAs completed correctly
• Liaise with administration team, supervisor and management to answer queries and review works in progress
• Liaise daily with client district maintenance officers/administrators
• Monitoring of required completion dates, ensuring they are met, or extension requested where required
• Dealing with queries and complaint resolution
• Maintaining standards and processes to reach KPI targets
• Support other planning areas when required as part of a cross-functional team environment
• Review KPI prior to monthly meeting and prepare any documents needed for any possible challenges
• Prioritise customer orders by due date to support the company in meeting target deadline KPI
• Escalate issues promptly to management and help resolve problems in a timely fashion

• IT literate, proficient in Microsoft Office
• Previous experience of scheduling/logistics
• Experience in customer service and customer excellence

• Experience operating within a fast-paced construction industry with a focus toward housing maintenance
• A Degree / HND in a related discipline

• Excellent communication skills with the ability to manage client relationships
• Strong planning and organisation skills
• Ability to work on own initiative and as part of a cross-functional team
• Ability to work accurately under pressure and meet deadlines & targets
• Good understanding of operating costs and productivity levels
• Knowledge of construction and the skills of the team members
• Good customer service/customer care skills
• The ability to deal with the unexpected and good problem-solving skills

• Planning & Organising
• Excellent customer service
• Scheduling experience