About the Role
To manage and deliver effective and efficient day to day service to customers when processing telephone calls and emails to the AEFM Facilities Team.
To provide excellent customer service to our external Client stakeholders and internal business colleagues.
To manage the Job Logic CAFM system and undertake compliance related tasks as and when required, respond swiftly to customer requests, queries, complaints & escalations.
To work as part of the Service Desk Team, developing policies and procedures as necessary.
Requirements
General
Managing a service / helpdesk team
Answer high volumes of Client e -mails and telephone calls within the agreed target timeframe.
Take ownership of requests through to completion including any progress chasing and liaison with all stakeholders.
Handle requests across both the telephony and email channels, ensuring a quality and responsive service.
Ensure all stakeholders are regularly communicated to on progress of tasks from start through to completion.
Supporting engineers, logistic control of engineers, time sheet preparation and monitoring.
Ensure all enquiries and complaints are escalated and communicated to Service Desk Manager as appropriate.
Assisting with daily close down.
Assisting with invoice preparation as required.
CAFM System (Job Logic)
Supporting data inputting for new contracts and variations to contracts.
Process all requests via the CAFM system software ensuring a full and documented audit trail.
Work closely with Sub-Contractors, Engineers, and Facilities Team to enhance the service delivery.
Maintain CAFM system reports and contract files.
Prepare cost estimates and customer quotations.
Supporting follow up calls on Quotations, closing sales when possible.
Collate and report on statistical information to assist the Account Management team.
Identifying works from PPM report sheets from engineers.
Health, Safety & Compliance
Supporting operational teams in preparing a library of RAMS.
Escalate any Health & Safety issues as per processes.
Ensure that Contractor RAMS and risk assessments are in place and are reviewed regularly.
General Office Administrative Duties
Maintaining holiday rota for the engineering staff
Preparing and notifying engineers on call rota programmes.
Notifying and managing on call manager rota.
Recording and monitoring sickness and absence records
Ordering office stationery supplies
Coordinating Company fleet records (servicing & maintenance etc.)
Processing staff expense claims
Preparing reports as required on service provision.
About the Company
AEFM is a national facilities management service provider with a difference - we listen and deliver. AEFM understands what it takes to deliver for your business, working with you to develop a rich and detailed understanding of your business business and how you work before developing solutions to support your business.
AEFM understands the importance of supporting your business to be successful.
We use our industry knowledge, expertise and experience to implement solutions that deliver real tangible benefit to your business, allowing you to focus on your core business objectives knowing that you are working with a competent partner.
AEFM knows what excellence looks like and our solutions are focused on bringing this to your business, providing you with the service that you need whether this is simply maintaining an element of your business or providing you with a one stop shop solution that takes complete care of the built environment.
Our Approach
We understand that every client has different requirements. So our flexible approach allows us to draw from our diverse portfolio to develop an integrated solution that fits your business, rather than simply imposing a standard solution.
Delivering effective integrated services takes knowledge and skill. Simply adding two or more services together under a single manager doesn’t make the services integrated. At AEFM we understand the complexities of each individual service and bring them together using blended delivery models. By using the strengths of each service to complement and support the other elements we provide a solution that is truly integrated and delivers real efficiencies.