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Client Coordinator

Company: Interserve    Location: Manchester
Key Purpose:
The Client Co-ordinator is a Client dedicated role that will ensure we provide an excellent & professional service for our Customers. To ensure that all contractual specifications are met for all Reactive & Planned Preventative Maintenance Tasks & to build a lasting & trusted bond with your client that will help Interserve to achieve sector leading customer service. Responsibilities

Key elements of the role:

Ensure all contractual documentation is collated, read & understood
All Client calls are answered in a polite, professional & timely manner
Raise all requested Reactive tasks on the appropriate CAFM system at the time of the call or email request from your Client
Assign all Reactive tasks to the nearest qualified engineer from the Mobile engineering team or if applicable the on site Engineer
If a task is identified as requiring a Specialist Subcontractor ensure the task is passed in an efficient & timely manner to the Subcontractor raising a Purchase Order if required with all relevant details enclosed
Provide constant feedback to your Client to ensure they are aware at all times what is happening with their requested tasks & are happy with the progress
Review all Reactive tasks on a regular basis ensuring all contractual SLAs are met
Chase up the Engineers for updates if none provided by a hand held solution (i.e. iNucleus)
Manage all Subcontractor visits to ensure the Clients satisfaction & record their Arrival & Completion times for input into the appropriate CAFM system
Ensure all Feedback & updates for any transactions is recorded in the CAFM system
Raise Purchase Orders if Materials are required for engineers ensuring they are completed accurately & quickly advising the engineer of the details or sending it through to the supplier if needed.
Manage all GRNI for your contract ensuring all the Purchase Orders for materials collected or delivered are at Received status& the same applied to Subcontractor Purchase Orders, mark as Received if the works are completed.
Manage the WIP for your contract by ensuring all tasks are marked as Complete when confirmation is received &review the Job Costing to ensure the task is ready for invoicing
Assist the Accounts Receivable Team (Sales Invoicing) in collating the Monthly Applications (if required by your client) or the required single invoicing to ensure they are accurate
Liaise constantly with your Contract Manager to ensure he is aware of all works being carried out & the feedback you are receiving from your Client
Ensure all PPM Tasks are assigned to the appropriate qualified engineer from the Mobile engineering team or if applicable the on site Engineer
All Specialist PPM Subcontractor tasks to be identified to assign & liaise with the appropriate Supplier with 12 monthly PPM POs to be raised for each current contract year.
Chase, Attach & file appropriately all Compliance Documentation
Maintain all Asset Data & PPM Schedules for your Client as & when any changes are required
Compile & collate all required Quotes for your Client ensuring the contractual specifications are adhered to
All documentation related to your client must be kept up to date & attached to the appropriate drives & CAFM system for use by others if required
Daily monitoring &actioning of all Purchase Invoice Queries for your Client liaising if necessary with the AP Team
Weekly reviews with the Timesheet Team to ensure all Allocations have been assigned appropriately & they have no Outstanding Queries
To be the responsible person for specific contracts & assist with training within the team
Record complaints & immediately bring to the attention of the relevant Manager with action taken
Follow the Disaster Recovery step by step procedure & take necessary action as stated within this DRP document What we are looking for

Key Competencies:
  • Works in partnership with others to ensure events are actioned in a timely manner
  • Seeks input and opinions from others to help make a specific decision
  • Demonstrates willingness to learn from others experiences and contributions
  • Builds and maintains positive relationships in the team by valuing others contributions and experiences
  • Motivated & in turn motivates others
  • Strives to overcome perceived obstacles
  • Manage time keeping & attendance
  • Organisation of workload to defined timescales
  • Commercial Awareness
  • Uses effective initiatives
  • Excellent customer service skills
  • User Knowledge of Microsoft, CAFM & customer services systems
  • Embrace diversity ensuring an appropriate behaviour