Facilities Service Coordinator [South Africa]

 

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Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.

We help people grow their savings, protect what matters to them and invest for the future. We help companies and organizations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilizing new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses.

Visit us at www.momentummetropolitan.co.za

Role Purpose

Facilities Coordinator: Services 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. Provides the highest level of Excellence with a sales-minded attitude while developing lasting excellent relationships.

Service coordinator to evaluate the needs of our customers and suggest improvements to existing services. The service coordinator's responsibilities include advocating for the client's care, explaining the available options, helping to plan services, and keeping records of the services offered.

Service-oriented with excellent organizational and record-keeping skills. You should have strong communication and interpersonal skills and should be able to deal with our clients with empathy and compassion.

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  Evaluating the quality of all services and identifying areas that need improvements.
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  Assess the service needs of clients.
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  Respond to complaints and resolving issues or matching clients with better services.

Requirements

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

Duties & Responsibilities

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

Competencies

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

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