Service Continuity Agent - Manchester, United Kingdom - Mitie

Mitie

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Overview:

The role of a Service Continuity Agent is to deal with any jobs that fall off of the 'happy path' of a Service Request or a Work Order.

The role is to help get these requests back on track and in the correct WO/assignment status so they are able to be scheduled by the scheduling team.

This must be done in a timely fashion to uphold the customer SLA.

Main Duties

The role will specifically include running reactive WIP in the morning, going through each work order to ensure it is assigned to an engineer, ready for completion in day or has full notes on as to why it will fail.

You will then monitor the WO (waiting for parts etc) until parts come in and it can be rescheduled for completion.

Maximo data will allow you to keep track of things engineers send back in day.

You will liaise with engineers, engineering leads, supervisors, FM's and ROM's on a daily basis by phone to ensure jobs are in hand.

As this is a new role on the team, it can develop over time and change based on your feedback and suggestions as we move forward.

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What we are looking for:

Have experience working within a service delivery or contact centre.
Possess strong IT skills.

Demonstrate a high level of communication skills with the ability to provide detailed information and advice in a clear and positive manner.

Have the ability to interact and communicate as appropriate with their audience, which will encompass colleagues, engineers, contract and performance managers and third party suppliers.

Work effectively under pressure within a busy and diverse environment.
Show a creative approach to analysing and solving problems using technology and reported information.
Adhere to process and compliance requirements.
Work well as part of a team.