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Desktop Contract Manager

ABCA Systems Ltd

Tower Hamlets E1

£32,000 - £35,000 a year - Permanent, Full-time

Location

Tower Hamlets E1

Benefits
Pulled from the full job description

Employee discount

Full job description

Company Benefits

23 day’s holiday excluding bank holidays, with the ability to increase up to 25 days.
Employee Assistance Programme with 24/7 telephone helpline and online support
8 face-to-face counselling sessions, including CBT
24/7 access to an online GP service
Cash plan scheme on your everyday health and well-being including: optical, dental, physiotherapy, health screening, hospital admission and much more.
Personal Accident Cover
Employee discount platform including cinema tickets, holiday packages, car insurance and more.
Free Basic Will Writing Service
EV Scheme

Job Purpose

We are looking for someone who is hard working, has great customer experience and the ability to deal with a demanding workload. Working with a dedicated team, from our client’s office you will be responsible for overseeing works to ensure your contract is running smoothly, ensuring all KPI’s are met and will be our client’s point of contact.

Duties and Responsibilities

Manage and oversee a team of Desktop Account Controller Supports.
Driving and monitoring KPI performance in real time and report to Service Performance Manager and Service Director on KPI Performance.
Analysing performance data, identifying any training needs and improvement initiatives to increase performance efficiency and delivery across the department.
Producing client report.
Supporting and resolving invoice and integration queries.
Manage and oversee customer WIP working with the team to ensure jobs are being completed from diary, to parts, to scheduling, ensuring that works are being booked in correctly and on time in line with the SLA’s for the contract.
Respond to issues and resolve queries raised by the client in a prompt and professional manner.
Ensure emergency works are reacted and responded to swiftly, ensuring the client is kept up to date, and provided with detailed updates for the resolution or further actions required.
Ensure client expectations are managed regarding any delays with parts and job completion where necessary.
Work with the client and own team to explore and implement improvements to the processes and procedures for completing works.
Assist office and field staff obtain technical and parts information.
Assist sales staff with quote requirements and meeting client spec.
Attend regular meetings with client to review and resolve any recent issues, and look at solutions to prevent the same issue arising again.
Assist with queries on technical reports for client and housing staff.
Assist with finding solutions for problem sites that they have.