Job Description
Portal Administrator - WD
What you will do
Responsible for providing portal management for various national account customer requirements whilst supporting the national accounts sales channels and operational teams to deliver excellent customer service achieving customer Key Performance Indicators and Service Level Agreements.
How you will do it
• Ensure that service delivery is being managed in accordance with the agreed processes, including service level agreements and engineer documentation
• Update CBS / SMS / JDE / MAS / SAI records.
• Produce accurate and timely reports.
• Pro-actively review monthly targets for inspection performance to achieve results.
• Pro-actively review monthly targets to achieve call completion targets.
• Pro-actively review monthly targets to achieve response times across disciplines.
• Pro-actively review monthly targets to achieve "1st time fix" ratio
• Interact with web portals and customer reporting interfaces.
• Review performance and implement changes to improve performance to achieve agreed goals.
• Improve customer service delivery.
• Interface with customer service desks.
• Attend customer performance meetings.
• Identify and Investigate solutions to achieve customer solutions.
• Report and escalate any service / installation issues to operational managers in a timely fashion, ensuring that corrective action is taken where necessary.
• Coordination and collation of engineers' documentation to ensure both accuracy and expediency, including inspection dockets, compliance certificates, audits and dilapidation reports.
Qualifications
What we look for
Required
PC literacy, including knowledge of Microsoft Office products with proven skills in data handling programs and web portal interfaces.
Demonstrate a successful track record of achievement.
Ability to prioritise tasks and achieve goals.
Preferred
Experience with Facilities Management Portals desirable (i.e. Concerto/Verisae).
Product knowledge including CCTV, Access Control, Network/IP and fire desirable.
If you are successful, we can offer you a company culture that promotes work life balance, a commitment to continued learning and development, access to mental health support, a fantastic benefits package which includes a competitive salary, pension, life assurance, employee assistance program, employee referral scheme, discount on security products, voluntary schemes for childcare vouchers, cycle to work, eye care vouchers and holiday purchase.
Job Field Operations
Primary LocationGB-West Midlands-Birmingham
Organization Bldg Technologies & Solutions
What you will do
Responsible for providing portal management for various national account customer requirements whilst supporting the national accounts sales channels and operational teams to deliver excellent customer service achieving customer Key Performance Indicators and Service Level Agreements.
How you will do it
• Ensure that service delivery is being managed in accordance with the agreed processes, including service level agreements and engineer documentation
• Update CBS / SMS / JDE / MAS / SAI records.
• Produce accurate and timely reports.
• Pro-actively review monthly targets for inspection performance to achieve results.
• Pro-actively review monthly targets to achieve call completion targets.
• Pro-actively review monthly targets to achieve response times across disciplines.
• Pro-actively review monthly targets to achieve "1st time fix" ratio
• Interact with web portals and customer reporting interfaces.
• Review performance and implement changes to improve performance to achieve agreed goals.
• Improve customer service delivery.
• Interface with customer service desks.
• Attend customer performance meetings.
• Identify and Investigate solutions to achieve customer solutions.
• Report and escalate any service / installation issues to operational managers in a timely fashion, ensuring that corrective action is taken where necessary.
• Coordination and collation of engineers' documentation to ensure both accuracy and expediency, including inspection dockets, compliance certificates, audits and dilapidation reports.
Qualifications
What we look for
Required
PC literacy, including knowledge of Microsoft Office products with proven skills in data handling programs and web portal interfaces.
Demonstrate a successful track record of achievement.
Ability to prioritise tasks and achieve goals.
Preferred
Experience with Facilities Management Portals desirable (i.e. Concerto/Verisae).
Product knowledge including CCTV, Access Control, Network/IP and fire desirable.
If you are successful, we can offer you a company culture that promotes work life balance, a commitment to continued learning and development, access to mental health support, a fantastic benefits package which includes a competitive salary, pension, life assurance, employee assistance program, employee referral scheme, discount on security products, voluntary schemes for childcare vouchers, cycle to work, eye care vouchers and holiday purchase.
Job Field Operations
Primary LocationGB-West Midlands-Birmingham
Organization Bldg Technologies & Solutions
About Johnson Controls