Facilities Service Coordinator

Role Purpose:
The Facilities Service Coordinator will be responsible for the compliance of Contracts with Vendors and the Service level Agreements with internal and external Stakeholders, including customer service interactions, reports, and repairs. They will provide the highest level of Excellence with a sales-minded attitude while developing lasting, excellent relationships.
 
Requirements:

• Minimum of 3 years' experience in contract management/service level agreements.
• Minimum experience should be at least 3 years in a facilities management environment.
• Relevant 3 to 4 year degree/NQF Level 5/6 in Business or Administration.
• 5-6 years' experience in industry knowledge.

 
Duties & Responsibilities:

• Offers exemplary customer service, including maintaining customer relationships and ensuring repeat client by upselling services and taking care of any client concerns or complaints quickly and professionally.
• Following up with clients regularly to assess and ensure their satisfaction.
• Maintain good relationships with service providers and clients to keep customer base.
• Resolves service desk issues and improves current service desk methods to increase productivity, client service and evaluating desk efficiency.
• Coordinate Client query processes and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery, efficiency, and cost optimization.
• Keep accurate records and document customer service actions and discussions.
• Analyze Jira ticketing system data, define patterns and work to lessen those recurring issues.
• Understand what data is needed to support the performance framework.
• Conduct regularly audits/ quality checks on service works undertaken and to ensure all standards are met and that remedial works is are carried out effectively, correctly, and thoroughly.
• Perform regular building inspections and maintain inspection documentation.
• Assist in the compliance of the Health and Safety policy and safe working practices and run with Health and Safety initiatives as needed.
• Coordinates and oversees installation, inspections, repairs, repair maintenance, and facility equipment when required.
• Respond to building emergencies as needed.
• Create progress reports that accurately reflect the progress of the dashboard.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
• Ensure team follows best practices and maintain service level agreements.
• Implement documented efficient and effective processes.
• Conduct Vendor Contract Management and reporting.
• SLA Reporting of all services.
• Facilities projects reporting including escalations, finances and budget control and closing of projects.
• Reporting on budget expenses of Office moves.
• Test and report on Contract Compliance OHS.

 
Competencies:

• Sword wielding attitude; roll up your sleeves attitude.
• Adverse to none delivery.
• Personal skills to self-management and self-motivation.
• Problem resolution skills.
• Communication - strong written and verbal.
• Excellent critical thinking and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Excellent customer service and problem-solving skills.
• Staying up-to-date with services, policies, and regulations.
• Strong record-keeping and analytical skills.
• Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel.
• The ability to work well under deadlines and to multitask.
• Excellent verbal and written communication skills.