Performance Officer

At GRAHAM, were not just one of the UKs leading Facilities Management providers - were also a trusted partner, committed to enhancing the experience and making the lives of our clients easier. We are seeking a Performance Officer to help us exceed our performance and quality standards for our clients and Engineers.Energised by continued growth, and boasting an annual turnover in excess of £1bn per annum, were committed to investing in our people and creating the optimal enviroment for them to excel. This role is open to internal and external candidates so if you want to develop within GRAHAM or join a new company then apply today.Location: North London Hours Per Week: Monday - Friday , 40 Hours Job Type: Permanent / Full TimeThe Performance Officer shall: Take full operational responsibility for our Contact Centre by coordinating a team of Operators by assigning work load within the GAM Contact CentreMeasure call service level by reviewing daily, weekly, and monthly reports, analysing targets and identifying trends in call volumeDevelop and update service desk documents for all contracts to be utilised by team membersHead up our Trainee & Mentoring Programme will be responsible for development & training of each menteeCoordinate timesheet submission making sure submitted by deadlineCarry out analysis and review exceptions from weekly timesheet submissionAnalyse Work Order Performance utilising internal systemsAnalyse and identify SLAs at risk of expiring for all work types and agreeing extensions with clients and contract managers when requiredAnalyse PPM slippage weekly across assigned Contracts, working with the Schedulers to agree an action planMonitor Sub-Contractor WO performance daily & weekly, tasking assigned Operators to request regular updates to meet contract SLAsIssue daily contract reports detailing updates, at risk jobs and possible contract failuresEnsure all team members utilise and follow mandatory company policies and procedures;Understand KPI agreements for all contracts, ensuring all staff are aware of contract requirements;Operate full service desk function as and when required;Be willing to retrain in projects to expand knowledge and provide support to other areas of the businessAny other duties required to ensure an effective and efficient service is delivered in accordance with GRAHAM ISO management systems and Quality Control procedures.This job description is intended to give the post holder an appreciation of the role envisaged for the job title and the range of duties to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervaks.About You Essential CriteriaDemonstratable ability of working across multiple contracts and working to various KPIs, SLAs or targetsExperience in CAFM SystemDemonstrate a minimum 1 years relevant experience in maintenance/construction related backgroundExperience in training and supporting other team members in their roleProficiency in a range of IT applications- e.g. Job Management systems, databases, MS OfficeDesirable CriteriaAbility to deliver high quality, comprehensive and factual reportingScheduling and coordinating workloads of others, in a proficient and effective mannerFlexibility to travel when required at short noticeDemonstrate experience working on projects, assisting a project manager or qualifications relating to project managementPlease note that Applicants will not be expected to meet any (or all) of the desirable criteria to be considered for interview. Desirable criteria will only be used as part of the shortlisting process in the event there are a large number of Applicants. We are committed to developing a diverse and inclusive workforce and particularly welcome applications from females and individuals from a minority ethnic background who are currently under represented in our industry. A basic disclosure may be requested if security clearance is required by 3rd party clients and a criminal record will not necessarily be a bar to obtaining a position. Our Access NI/Vetting and Barring Scheme Policy and Policy on the Recruitment of Ex-Offenders is available upon request. Access NI Privacy Notice can be viewed at : AccessNI Privacy Notice | Department of Justice (justice-ni.gov.uk)TPBN1_UKTJ