Service Controller

15 hours ago

Cape Town, South Africa Group Finance Full time

**Introduction**

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.

We help people grow their savings, protect what matters to them and invest for the future. We help companies and organizations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilizing new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesses.

**Role Purpose**

Control and manage the dashboard of Facilities Services for the team to be more efficient and effective in responding to requests and incidences.

**Requirements**:

- Matric
- Degree/Diploma in administration would be beneficial
- 2 years’ experience in Facilities Environment and basic maintenance knowledge
- 2 years’ experience in a Help Desk and Customer care Environment
- Knowledge and understanding of MS Office suite

**Duties & Responsibilities**
- Overall responsibility to schedule, plan and communicate technicians / mechanics service activity to relevant staff member(s) and customers; dispatching of technicians to attend to service maintenance issued
- Facilitating customer complaints and queries; ensure it is followed through and communicate process / result to customers
- Foster and maintain dedication to service excellence in every aspect of work carried out; ensure timeous feedback / communication to customers
- Perform various specific administrative tasks relating to invoices and managing service schedules will be added to this area of responsibility.
- Overall responsibility to ensure quality of customer interaction and service (drive customer service excellence, ensure good communication with customers, developing and fostering partnerships with and tailor made solutions for clients; evaluation of own development needs and
ensuring lack of knowledge / skills are addressed.
- Full responsibility to reserve, arrange delivery and collection of and manage overall control of short term rental fleet units; responsible to schedule, plan and allocate drivers’ trips on a daily basis; responsible for all invoicing pertaining to transport.
- Facilitating customer complaints and queries; ensure it is followed through and communicate process / result to customers; foster and maintain dedication to service excellence in every aspect of work carried out; ensure timeous feedback / communication to customers.
- General assistance to branches portfolio

**Internal processes**
- Review and analyse calls and incidences logged on the Central Management System; JIRA
- Draw and priorities incidence / request for daily operational meetings
- Analyse all logged requests/ incidences
- Priorities and categorise logged requests/ incidences
- Report on Active requests/ incidences logged to daily operations
- Report on Closed requests/ incidences logged to daily operations meeting
- Escalation of Calls and requests/ incidences
- Raise Flags on reoccurring requests/ incidences
- Draw data from Computerised Maintenance Management System (CMMS)
- Log client requests and incidences.
- Distributes logged request to various facilities action teams.
- Monitor request and incidences until resolved
- Engage and inform facilities coordinator of status to completion.
- Manage client relationship
- Frequent communication to facilities and vendors on site.
- Log and Facilitate booking of venues; e.g. Atrium, Pool Area, MXchange and other
- Conduct Administrative duties
- Draw Daily & Weekly reports on the Daily Operations to provide vendor resolution and information.
- Vendor Management; Manage vendor queries
- Issue vendor registration forms to potential vendors; facilities coordinators to inform on selected vendor.
- Manage payment queries
- Facilitate invoicing process. Validation process; Check the Invoice against approved Quotation, Purchase Order and Job card created
- Receive approved and signed off invoices from facilities coordinator to conduct validation check on invoices.
- Allocate Coding against respective cost centres.
- Forward to finance department to process payment
- Document Management and Control; ensure data is readily and easily accessible
- Capture and manage electronic and paper records.
- Keep an up to date and readily available vendor list and contact number
- The employee maybe seconded to other operational areas where and when required;
- To assist with facilities and Office administrator duties such as invoicing, administration queries and support facilities coordinators
- Conduct Site inspections “walk the floors”
- Respond and action Adhoc queries

**Client Services**
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery
- Drive

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