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Performance and Administration Manager

Date Posted:
09 Jul 2019
Job Type:
We are currently recruiting for a Performance and Administration manager to join our clients site in Central London.

The working hours are Monday – Friday 8:00am – 17:00pm equating to 40 hours per week.

The Performance and Administration Manager is a pivotal role within the Department of Health and Social Care (DHSC) account, responsible for all aspects of customer service and ensuring high levels of customer satisfaction at all times.  The role is also responsible for the overall account administration, financial administration, reporting and invoicing, KPI compliance and performance of the account and the account helpdesk team and operation.  The Performance and Administration Manager will participate in the delivery and compliance of the ISO44001 accreditation,and will liaise with internal and client IT departments regarding the systems associated with the delivery and contract compliance of the account (including but not limited to Agility, Intelex, Horizon and EchoSign).

·        Responsible for customer service across the account, ensuring high levels of customer satisfaction at all times; this includes troubleshooting, following up complaints and overseeing the completion of any subsequent actions.  The successful candidate will also be invited to join the EMCOR UK customer satisfaction working group to ensure the sharing of best practice.

·        Oversee and manage the administration of the account; ensure accurate and complete records are kept as required, and in accordance with GDPR and retention procedures. 

·        Manage all financial aspects of the accounts, including invoicing, tracking costs,processing of invoices and attending monthly financial review meetings.

·        Ensure all aspects of the financial administration of the account are accurate, to enable detailed tracking of costs, spend, profit and loss.

·        Manage and control of site purchasing and ensure that procurement guidelines are adhered to.

·        Co-ordinate all billing and prompt processing of reactive, labour and subcontractor costs;ensure accurate and timely billing and keeping WIP and agreed debt to a minimum.

·        Liaise with subcontractors and suppliers to resolve any queries relating to invoices and orders, to include requesting and collating all paperwork for service contracts prior to raising and issuing of orders.

·        Work with the procurement team to implement new vendors onto the procurement database (JDEdwards) as required.

·        Responsible for the performance of the account, including compliance with contractual KPIs to ensure performance is maximised and financial penalties are kept to a minimum.

·        Manage the account helpdesk operation to deliver a professional, high quality service provision,focused on the customer requirements, raising and assigning tasks and handling room bookings.

·        Line management responsibility for the helpdesk team of three and one account administrator, to include annual leave, minimum manning levels, appraisals and return to work meetings.

  •         Ensure there is always adequate administration and helpdesk cover, to include the management of planned and unplanned absences and all breaks; provide ad hoc cover for the help desk as required.

·        Ensure all task slogged via the facilities helpdesk and Intelex systems are completed within the contract KPI.  Liaise with the line managers and FM teams across the sites to escalate outstanding jobs for completion.

·        Responsible for asset management within Agility across the account to ensure accurate records are maintained.

·        Review all information logged on to the Agility CAFM and Intelex systems to ensure a consistent, professional standard is always maintained, across all sites.

·        Follow up all customer satisfaction scores of six or below and initiate action plans with the operational team; find ways to maximise the customer satisfaction response rate and act as the customer service interface on behalf of the team.

·        Produce of the client monthly KPI report and pay application and prepare the monthly DHSC CCS report submission.

·        Act as a troubleshooter for all system issues and act as the point of contact and liaison with the central IT department.

·        Liaise with IT to set up new staff members on CAFM system, Intelex etc. and provide systems/device training to new starters.

·        Maintain an accurate record of annual leave across the account and ensure this is reported to the personnel co-ordinator on a regular basis.

·        Manage the processing of all weekly time sheets and monthly overtime sheets according to completion dates and times.

·        Manage the vehicles across the account and ensure accurate records are maintained.

·        Assist in the administration of the ISO9001 Integrated Management System.

·        Ensure all site records, including those relating to subcontractors and statutory documentation are accurately and clearly filed according to IMS requirements.

·        Attend meetings with the management team and produce minutes for the meeting as required. 

·        Responsible for the ISO44001 collaborative business relationship compliance and associated contract governance – ensure this is maintained across the account at all levels.

·        Act as deputy relationship and risk owner for key account management.

·        Populate and maintain the innovation tracker with all relevant information.

·        Organise governance meetings and activities to maintain and develop the Collaborative Business

Person Specification
      ·        Proven and demonstrable experience within a similar role

·        Excellent IT skills

·        A competent user of all Microsoft Office packages

·        Excellent level of interpersonal and customer relationship skills

·        Excellent communication skills, both written and verbal

·        Knowledge of CAFM systems essential – experience of Agility very advantageous

·        Advanced knowledge and experience of helpdesk operations and overall KPI compliance essential

·        Advanced knowledge and experience of finance and procurement systems essential

·        The ability to work independently, on own initiative and under pressure

·        Exceptional planning and organisational skills

·        The ability to multi-task and manage time efficiently

·        Good, all round knowledge of TFM operations

  • 25 Days annual leave
  • Auto enrol pension