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.

Part of the Airedale Group who offer the complete end to end solution in providing commercial kitchens across the food service industry. If you are looking for job security and the scope to progress, we offer excellent career opportunities as a rapidly growing business, employing 700+ people across the UK.

Job Overview

Working closely with the PPM Administrators, Parts Team, Operations Management and Customers, the Contract Administrators will be responsible for day to day operations, scheduling of works for our engineering team and the first point of contact for our customers.

Proactive in 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:

Key Responsibilities

* 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

* Raising work orders for all customer call outs and associated tasks

* 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

* Produce daily, weekly and monthly customer open call reports, highlighting any issues to the Contract Administration Supervisor

* 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

* Ensure remote monitoring system is being utilised and actioned daily and any concerns highlighted to Contract Administration Supervisor

Experience Required:

* Excellent verbal and written communication skills.

* Ability to work independently as well as part of a team.

* Effective at problem solving, with a logical approach.

* Dynamic and able to respond quickly and prioritise tasks.

* Previous experience in a fast-paced Customer Service role.

* Experience within engineering/FM/contractor business in a similar role would be preferred

* Experience with scheduling of workloads and route planning for multiple resources would be highly advantageous

Details:

* Permanent Contract

* Office based in Maidstone

* 20 days’ annual leave per annum + Bank Holidays

* Normal Working Hours: 8am – 5pm / 8.30am-5.30pm / 9am-6pm