Job Description
Kelleher Group are an expanding M&E, Gas and Specialist Works Contractor with a bespoke approach to the planning and execution of our clients’ wishes. Established nearly 40 years ago, KG has a long history of proven results. We are focused on health and safety, quality and the protection of the environment.
About the role **Immediate start**
As a Client and Resident Liaison Officer, you will work alongside both the works and purchasing department to manage planned and reactive works, ensuring works are appropriately prioritised, allocated and scheduled to enable client satisfaction and job completion.
You will be the first point of contact for our clients and their residents, typically housing association based, so previous experience is key.
You will support clients and customers and handle all incoming via different channels of communication such as telephone and email. You will be responsible for ensuring that both the customer and residents have an exceptional customer experience, and their expectations are managed appropriately.
You will be responsible for providing daily job updates and managing the workload of up to 30 engineers, on both planned and reactive contracts.
This role is focused on commitment and forward thinking to ensure client and job satisfaction, you will work with our internal job management system to ensure all jobs are live and at the correct visit status to ensure completion in line with job priority.
To be successful, you will have the following skills and experience:
· The successful candidate will have the ability to work under pressure and meet demanding targets in this fast-paced position.
· The working environment can change on a day-to-day basis and therefore you need the ability to move with change and keep calm, whilst making effective decisions is crucial for this key role.
· You will be able to prioritise your workload effectively to deliver an efficient schedule in a high pressured and demanding environment.
· You will be a strong communicator and will take pride in your work.
· A self-motivator focussed, and personable individual would succeed in this role as well as having the ability to work autonomously yet part of a wider team.
· Strong note taking and administrative skills, including multitasking
· Social Housing background
· Prior experience of using a CRM and job management / scheduling system
· Excellent communication skills
· Confident in dealing with difficult circumstances; language barriers, complaint cases etc
· Exceptional telephone manners
· Well organised and efficient with time keeping
· Ability to work in a team and well under pressure
· Formatting emails and communicating with clients
· Need to have good knowledge of MS Word and Excel
Key Accountabilities:
- Dealing with all incoming enquiries via email and telecommunications
- Logging work orders
- Scheduling works based on geographic location
- Ensuring workloads are scheduled productively each day
- Regular updates to residents and clients with work in progress updating
- Running internal job and visit status reports to action workload
- Updating client CRM database with all live job updates
- Actioning and closing down engineers job sheets
- Job costings and closing down orders
- Complaint handling – high priority jobs
- Updating our system database with site specific details to aid new works
- Scheduling emergency works efficiently and in line with customer requirements
- Communicating with internal field staff and developing good rapport for maximum job output
- Communicating with both customers and residents
- Manage high priority work using resource efficiently and effectively
- Manage the workload within the scheduling team and follow up any actions if required
- Building a strong rapport and networking with engineer and site surveyors
- Dealing with customer queries via phone and email
- Hold and be part of regular client / contract meetings
- Minute meetings and action all follow up items
- Answering telephone calls, customer liaison and booking appointments
- Dealing with incoming and outgoing emails
- Effectively communicate any concerns about work quality and ensure operatives have the right material to complete their work
*Please note that this role is not available for those seeking to work remotely and from home**
Office based: Bexleyheath, DA7
Working Hours: Monday to Friday 9:00am to 5:30pm
Job Types: Full-time, Permanent
Salary: £18,000.00-£30,000.00 per year
Job Types: Full-time, Permanent
Salary: £18,000.00-£28,000.00 per year
Benefits:
- Additional leave
- Company car
- Company events
- Company pension
- On-site parking
Schedule:
- Holidays
- Monday to Friday
- No weekends
- Overtime
Work Location: In person
Reference ID: Works Administrator