Job Overview
Working as a team we're responsible for the fulfilment of contractual obligations for the HO/MOJ contract ensuring that agreed service levels, performance measures and compliance standards are met. 
Day to day liaison and collaboration with both internal and external suppliers and departments, customers, operational staff and support functions to resolve queries and issues to assist with the smooth-running of the Helpdesk. 
Engaging with our people and our customer proactively, deploying and sharing best practice across the team to enhance customer service and deliver service excellence.   

Main Duties 
Responsible for the co-ordination of all planned services delivered by internal and sub-contracted labour. 
To accurately record and maintain all information necessary to give accurate planning schedules, resolving client, operational and commercial queries relating to planned maintenance. 
To monitor, action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution. 
To develop and maintain a good understanding of the core MAXIMO application, the facilities management services provided to customers, and all relevant process and procedures. 
Use the contract documentation management system to store all applicable paperwork and utilise said paperwork to generate remedial activity across the estate. 
To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations. 
To take action to keep up to date with changes to the contract and sharing information learned with the team. 
To handle and actively resolve any customer issues according to the Customer Complaint process. 
Be aware of commercial requirements on contract and limit of scope.