Start date: ASAP
End date: October 2013
Must hold a valid EU passport or relevant UK permit to be eligible for this position
Responsibilities:
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Manage the dispatch of all field resource, prioritising work in accordance with SLAs and procedures in order to meet or exceed KPIs
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Monitor and resolve Jeopardy Alerts in a timely manner; assist engineers with any requirements to execute work.
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Append all Tickets with concise, appropriate notes on activities taken to make work executable – Access Requests, Confirmation and Approval dates and times and references etc.
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Comply with all FSO and Customer procedures to ensure engineer’s are booked safely and legally onto site for access or climbs, securing any legal documentation required
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First point of contact for all fault related issues, to ensure prompt escalation to the Dispatch Team Leader or Manager.
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Monitor email account for information which may highlight known site or network issues, confirmations of access, climbs or requests for assistance from other areas of the business.
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Provide accurate payment details, Purchase Order numbers and ensure correct information is attached on all access applications. All details are recorded in accordance with local working procedures for accurate invoice approvals and customer charge backs.
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Understand the access provider costing processes; thereby enabling informed decisions to be made in order to obtain best rates, in timescales to achieve customer targets.
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Comply with Landlord procedures to secure Access, Climbs and Escorts. Understand the security and special clearance requirements at some sites.
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Review and provide updates to open work requests, with information to support the business highlighting delays or issues preventing closure.
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Monitor all work queues, assigning tickets within Dispatch SLA’s, ensuring the Field resource is fully optimised.
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In the event of any equipment failures, internally or externally, follow the Dispatch Disaster Recovery programme to support customer activities until remedial work has been completed.
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Support and assist with the development of work place tools, process and procedures to increase Dispatch and FSO performance.
***Please note: There will be a requirement to work both shift rota’s 2x days and 4 x 24/7
