KBR Work Order Management Co-ordinator (Hard FM) in ENG, United Kingdom

Title: Work Order Management Co-ordinator (Hard FM)

Location: GB-ENG-Swindon

Job Number: 1062113




Minimum of 2 years’ experience within Facilities Management including service delivery / call centre environment / customer service role

Experience of working with customer and supplier SLA and performance measurement of own team

Knowledge of customer service principles and practices

Hard FM experience


Experience of balancing the demands of client, internal stakeholders and external suppliers

Experience of working with FM Suppliers

Experience of working to targets

Qualified technical qualification

Experience and Skills:

Experience of managing teams and suppliers to achieve work within SLA

Previous experience in a Facilities Management environment

Strong team player and role model, capable of gaining trust and support of team. Ability to relate to others in a positive way and build strong working relationships and lead a team.

Good communication skills and the ability to deliver excellent customer service with strong customer focus.

Strong team player and role model, capable of gaining trust and support of team and customer.

Able to inspire and support team towards the achievement of targets

An effective time manager with the ability to multi-task.

Strong operational contract focus.

Full security clearance, or be in a position to obtain security clearance

Approachable individual with a professional manner

Methodical in approach to tasks


Working knowledge of telephony and other communication systems.

Experience of managing resources across multiple contracts / customers to plan and accomplish goals

PC literate with PowerPoint, Excel and Word skills

Proven ability to work unsupervised and under pressure

Produce Management Information on all aspects of the Contact Centre

Production and development of all training material

Training for all staff members


Core Responsibilities and Duties

Responsible for the day-to-day management of Supply Chain reactive tasks ensuring that SLA’s are met and where SLA’s have failed, ensuring suppliers complete the work as quickly as possible.

Directly manages, measures, develops, motivates and organises relationships with suppliers to efficiently and effectively achieve reactive tasks SLAs ensuring quality standards are maintained at all times; Supports the interface with clients and customers to ensure all business needs are satisfied; Undertakes the role of an operative when required to do so and as team motivation. Takes ownership for own performance actively seeking opportunities to improve and develop.

The role is responsible to the NISC Manager for:

Ensuring supplier SLAs are met on a day-to-day basis

Overall responsibility of liaising with subcontractors/suppliers to ensure allocation of work

To manage and monitor the allocated work to key subcontractors

Updating Work Orders in Maximo

Ensuring Work Orders are completed in adherence with agreed SLA's and KPI's and statutory compliance certification is provided and recorded on the system

Monitor SLA's and ensure adherence, managing KPIs with our supply chain

Monitoring and analysis of general supply problems identifying and implementing improvements

To coordinate the subcontract process through effective liaison with other teams paying specific attention to lead times, KPI's, SLA's and agreed contractual liabilities

Take ownership for own performance, receiving feedback positively, taking action where required and identify and apply opportunities to develop and improve skills.

Identify potential issues and resolve those within remit, escalating to senior manager when required.

Lead by example in the use of best practice of the company’s standards, values and behaviours.

Complete tasks as directed by line manager.

Develop and maintain knowledge of the contract(s).

Be prepared to work on relevant contracts, projects and initiatives at short notice to support the needs of the business.


Leadership – leads by example, motivates others, makes decisions, initiates action, takes responsibility

Communication and influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others

People Management – fosters team/individual performance, achieves results, sets targets and reviews against them, leads, motivates and empowers others, deals with issues, coaches and encourages others

Organisational skills – plans well in advance, sets clear objectives, manages time/delegates, reviews progress against plan, ensures sufficient resources, encourages improvements,

Commercial and Financial awareness – maximises use of resources

Results orientation – satisfies internal/external customers, effective performance management, working knowledge of systems and processes

Interpersonal skills – builds positive relationships, confident in own ability, approachable to all staff, shows respect and tolerance

Values – lives and endorses the company values

Job: Real Estate