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