About the Company:
Our client provides an extensive range of product solutions and services to improve the safety of people working at heights and in confined spaces for any structure. We have extensive experience in designing, manufacturing, installing, and inspecting systems that protect workers at height.
The business has two main divisions focused on height safety & access systems: system design and installation division, and the inspection and recertification (Services) division. The Services business comprises of Technicians across the branch network located in Townsville, Mackay, Brisbane, Sydney, Melbourne, Hobart and Adelaide, who complete inspections across Australia.
About the Role:
The role of Service Delivery Administration Officer is diverse and requires an individual who is flexible, able to work under pressure, provide prompt responses to client and technician enquiries and reports regularly to the Service Delivery Manager.
The incumbent is required to proactively contribute to the growth, success, and increased profitability of the organisation through their conduct, performance and being an active member of the Services Team.
Key Responsibilities:
1. Maintenance and Updating of data within systems
Expected End Results
- 100% of new inspection tasks are opened in systems by 3rd working day of the following month, ie. All Sales jobs won in June will have tasks raised by 3rd working day of July
- All technician qualifications/accreditations are loaded within the systems
- Client and Property details are maintained with current, correct information and contact details
- All relevant documentation and induction details are included for each Client and Property, where applicable
- All Properties have a current Routine and Routine time allocated
Major Actions Required
- Continuous reviews of email inboxes for “Won” quotes requiring tasks to be created
- All new qualification and accreditations that Technicians receive are loaded in to the systems
- Where required, Client and Property details in systems are updated when information is received from Sales, or directly from the Client or Technician, including, but not limited to, debtor codes, ABN’s, phone numbers and email details.
- When “Closing” tasks with the systems, update routines with Estimated Onsite times
2. Work Collaboratively with All members of the Services Team
Expected End Results
- Clear and effective communication between all levels of the Services Team
- Development and retention of team members
- Effective and efficient Processes and Procedures
- All required tasks are completed effectively
Major Actions Required
- When required, assist in areas of the business that are not normally with in your scope of works
- Assist Service Delivery Manager and Service Team as a whole develop clear and precise processes and procedures by documenting task responsibilities
- Work as a member of Cross Functional work groups to discuss, develop and implement new procedures, and assist team members with new learnings
- Develop working relationships with technicians
- Ensure all inspections are undertaken in line with relevant Standards, Regulations, Company Policies, etc
- Assist with Providing a zero-harm safe workplace
- Communicate regularly in a combination of forms as appropriate with all members of the Services
3. Achievement of Budgeted Sales Targets
Expected End Results
- All technician tasks completed within the designated month are invoiced
- All tasks in systems are updated and closed/archived, once invoiced
- 100% accuracy of Invoices in systems
- All required documentation is supplied to the client, including certificate, invoice and where required, Operations Manuals and maps
Major Actions Required
- Where required, enter data in to systems to produce customer invoices
- Ensure invoices are dispatched to client in their nominated manner - email, upload to portal etc.
- Provide daily, weekly and monthly sales/invoice amounts to the Service Delivery Manager
4. Systems Compliance and Improvement
Expected End Results
- 100% compliance with required Customer portals
- All Technicians utilise the Asset Management applications to its full ability in line with the Company settings
Major Actions Required
- Uploading of all required documentation to customer portals
- Highlight to Services Management Team areas of non-compliance that require additional information to be supplied
- Advise Service Delivery Manager of any reported issues or suggested improvements to systems
Other Duties or Activities
- Adhere to all Company Policies and Procedures and require the team to do the same
- Works on special projects as required
- Provide total internal and external customer satisfaction through a service delivery process that focuses on improvement
- Perform other tasks that are required from time to time by the Director – Services or Service Delivery Manager
Authority
Expenses and Capital Expenditure consistent with pre-agreed budgets and Company guidelines
Challenges
- Meeting conflicting, time bound pressurised demands and still able to give excellent service.
- Ensuring all technicians are achieving a high level of efficiency and productivity by providing accurate information through systems
- Ensuring accuracy and immediacy of departmental performance
Requirements:Ability to remain calm and communicate in a professional manner at all timesHigh degree of computer literacyHigh degree of data analysis for effective decision-makingHigh standard of oral and written communicationStrong Interpersonal and influencing skillsStrong Negotiation skillsDetail orientedAnalyticalStrategicResults orientedOrganisedAccuratePunctualHigh performance standardsTeam orientedCreative thinker and problem solving
