Dispatch Operator (1085)

  • Category:
    Facilities Management
  • Region:
    South East
  • Location:
    Hemel Hempstead
  • Type:

At BAM FM customer service is at the heart of what we do.

BAM FM is recruiting a Dispatch Operator to join the team in Hemel Hempstead on a Permanent / Fixed Term Contract. Reporting to the Dispatch Team Leader you will be required to log, respond and organise the full life cycle of all facilities management work; from customer enquiry to job completion. Deliver excellent customer service, interpret and manage work orders through the Concept Evolution system ensuring that contract SLA’s and KPI’s are met. Provision of administrative support as required.

About the role
• First point of contact for all reactive maintenance activity, received by telephone and e-mail.
• Supervisory and performance management of the planning operatives.
• Inputting new work tasks in to concept to ensure that attendance takes place within the required timeframes.
• Inputting progress updates into the concept evolution system, providing tracking and regular updates to the status of the request through to work complete status in line with Service Level Agreement s(SLAs).
• Dispatching all reactive tasks to engineers or sub-contractors based on the correct skills sets, geographical location and service delivery arrangements.
• Manage complex workload, re-planning/assigning tasks as outlined to achieve contractual performance measures.
• Track the daily work outstanding for engineers and sub-contractors using concept evolution systems.
• Raise purchase requisition and/or purchase orders in line with agreed parameters.
• Collate accurate reports as required.
• Prioritise team focus to achieve maximum performance whilst reacting promptly to Health and Safety risks.
• Loading job completion certificates and entering time records against reactive tasks and ensuring appropriate action is taken for further/quoted works.
• Managing quoted works process liaising with contract staff where required
• Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints.
• Analysis of job history/running reports to avoid failures/financial penalties.
• Ad hoc administration duties.
• Complying with corporate health and safety, quality, environmental system requirements ensuring compliance with all legislation and BAM FM policy and procedures.

Who are we looking for?
The successful candidate will be able to demonstrate;
•  Minimum 2 years’ experience as a Contract Manager in  Hard and Soft Services
• Member of the British Institute of Facilities Management (BIFM)
• Relevant qualifications in mechanical and electrical disciplines to HNC level
• Experience of Health & Safety management (IOSH or NEBOSH desirable).
• Competent knowledge of IT packages (Knowledge of Concept desirable)
• Excellent organisational, presentation, communication and interpersonal skills
• Excellent customer service skills
• Excellent people management skills
• Protection of Vulnerable Groups (Scotland)Act 2007 (PVG) in relation to this type of work is applicable for children
• CRB check may be required
• Ability to understand and work to the BAM values

What do we offer?
In addition to a competitive salary and benefits package, we provide continuing learning and development opportunities within a creative and considerate work environment.

About us
BAM FM is the facilities management company working within the BAM Construct UK business portfolio.
BAM FM is a thriving business, with exciting plans for development over the next few years.
We are a values led company, our integrity is founded on our dedication to providing a quality service to our clients, and we do this by being trustworthy, reliable, considerate and creative.
BAM FM’s vision is to become the preferred facilities management provider, by ensuring that the service provided to customers remains superior to that available from competitors. In order to achieve this we must ensure that BAMFM has the commercial acumen, professionalism, expertise and skills to enable us to position ourselves alongside our competitors.

We are committed to developing a workforce that reflects the diversity of our customer base and the communities in which we operate. By 2020 we will have a visibly inclusive culture attracting the best talent to our diverse business by having an environment which enables everyone to fulfil their full potential.

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Hemel Hempstead
Breakspear Park, Breakspear Way, Hemel Hempstead, Hertfordshire, UK, HP2 4TZ
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