Contract Administrator & Scheduler

Flowrite Services Limited

Job Title: Contract Administrator & Scheduler

Company Overview: Flowrite is the UK’s leading National Air Conditioning & Refrigeration Company specialising in reactive repair, maintenance and installations within the Leisure & Hospitality, Retail, Commercial and Public sectors.

We are part of the Airedale Group who offer the complete end to end solution in providing commercial kitchens across the food service industry.

Job Overview and Key Responsibilities:

Working closely with Operations Management & our Customers ensuring the following responsibilities are carried out in a timely fashion, have a full understanding of works associated with the Customer and their contracts, and take ownership of all works from an administration point of view, including but not limited to:

* Acting as first line of contact for Customers, to provide outstanding Customer Service at all times and answer all incoming calls and emails professionally

* Dealing with day to day enquiries from Customers, Operations Managers, Engineers and External Contractors

* Liaising with customers in regards to progress of open tasks (engineer attendance, call outs, parts delivery etc)

* Scheduling all engineering calls and quoted works, assigning engineering resource to task ensuring SLA of task is achieved

* Calling customer sites to book all attendances and triage calls to prevent wasted visits and achieve phone fix where possible

* Applying for all appropriate permits/hire of equipment to ensure completion of tasks

* Working together with the Contract Administration team to monitor engineer work schedule daily, ensuring workloads and routes are planned for maximum efficiency for cost-effectiveness and Customer KPI requirements

* Ensuring engineer schedule is kept up to date with appointments and engineer sickness

* Check on SLA failures daily for improvement and provide/check mitigation for failed tasks for review by Operations Management

* Ensure complaints/escalations are actioned immediately & communication is provided back to the reporter in a timely fashion

* Highlight any issues or solutions to Contract Administration Team Leader and Service Operations Manager where necessary

* Carry out handover to/from OOH team

* Develop and maintain productive relationships with customers

* Ensure positive /helpful ethos exists in team and office.

* Undertake any other duties as requested by the business

Details:

* Fully office-based role

* 23 days annual leave plus bank holidays, increasing with length of service up to 26 days

* Healthcare cover and access to retail discounts

* Life Assurance

* Opportunities for progression within company

Requirement to work paid overtime during peak Summer months (organised on a rota basis between Contract Administration Team, including Weekday evenings and Weekends)

Experience Required:

* Good IT skills including use of Word and Excel

* Excellent communication skills

* Knowledge of Aeromark CAFM System or similar is desirable

* Knowledge of engineering terminology & processes

* Good UK geographical knowledge

* Previous experience working within a busy office environment

* Previous experience in a fast paced Customer Service role

* Experience with scheduling of workloads and route planning for multiple resources

* Experience working with Customer KPI/SLA agreements

Now is a fantastic time to join the Flowrite team, playing an integral role in the continued expansion of The Airedale Group. The Group consists of seven subsidiaries and employs over 700 people across multiple locations throughout the UK. With strong growth and ongoing investment, this is an exciting opportunity to become part of a dynamic business offering excellent prospects for career progression