Desired job title
Maintenance CoordinatorService Desk CoordinatorContract AdministratorLead Contract AdministratorWork Type
Full timeLocation preference
HybridOn-siteLocation: Middlesex, Middlesex
Open to relocation: No
TALLULA BELLE MARKHAM
Middlesex,Middlesex
Work preference
Summary
A highly motivated and detail-oriented Administration Officer and Customer Service Advisor with extensive experience in client relationship management and operational coordination. Recognized for delivering exceptional customer service. Skilled in organizing and prioritizing tasks, managing multiple projects simultaneously, and maintaining clear communication with both clients and internal teams. Adept at working under pressure, meeting deadlines, and resolving issues with professionalism and empathy.
Overview
1
1
Language
1
1
Certification
13
13
years of professional experience
Work history
Maintenance Planned Maintenance Manager
OTwo
03.2024 - 10.2026
- Manage a small team, providing support and guidance as required.
- Lead new business opportunities and assist with the transition process for new clients.
- Oversee Facilities Management services for high-end retail clients across the UK.
- Cultivate and manage relationships with contractors and in-house engineers.
- Negotiate with contractors and suppliers to ensure cost-effective and efficient service delivery.
- Assist with the invoicing process and maintain accurate financial records.
- Generate weekly, monthly, and ad-hoc reports for both internal and external stakeholders.
- Manage the quoting process and ensure timely and accurate estimates.
- Update internal and client-facing systems with job status and relevant notes.
- Conduct staff training to maintain high standards of service delivery.
- Review and manage PPM (Planned Preventative Maintenance) SLAs, ensuring compliance with agreed-upon service levels.
- Lead regular contractor reviews and quarterly client meetings, issuing minutes and follow-ups.
- Conduct site visits to ensure quality of service and value for money for clients.
- Hold weekly team meetings to review progress, address concerns, and plan next steps.
- Provide administrative and operational support as required to ensure smooth department operations.
- Person Specification:
- Proficient in Microsoft Word and Excel
- Experience in high-pressure environments and facilities maintenance industry
- Previous experience working with high-end, high-profile clients
- Excellent written and verbal communication skills
- Strong problem-solving abilities and ability to think on your feet
- Calm, confident, and highly organized with exceptional attention to detail
- Motivated team player with excellent customer service skills
- Ability to work independently and manage multiple tasks effectively
Maintenance Administrator
OTwo
07.2022 - 03.2024
- Managed day-to-day planned maintenance tasks and jobs for the maintenance team.
- Submitted RAM (Risk Assessment Method Statements) to shopping centre security for approval.
- Established clear and proactive communication with clients to ensure ongoing feedback and service improvement.
- Monitored service lines and subcontractor performance to ensure compliance with company standards.
- Ordered materials as required for in-house engineers.
- Scheduled and coordinated appointments for engineers with clients.
- Raised and updated job sheets and quotes on Job Logic software (training provided).
- Ensured engineer worksheets were emailed to clients for confirmation.
- Kept booking data and spreadsheets updated for accurate scheduling and reporting.
- Maintained up-to-date O&M (Operations and Maintenance) manuals and paperwork for completed works.
- Ensured planned maintenance schedules were continuously updated to reflect current work requirements.
- Essential Skills & Experience:
- Recent experience controlling FM services in a similar environment.
- IT literate, with proficiency in FM Management Information Systems, MS Word, and Excel.
- Proven ability to thrive in fast-paced, high-pressure environments.
- Strong team player with a willingness to participate in diverse tasks.
Maintenance Coordinator
Stef & Philips
07.2021 - 06.2022
- Manage and coordinate contractor schedules, ensuring timely delivery of services while maintaining high-quality standards.
- Monitor and escalate delays in planned maintenance or breakdown activities to the Head of Maintenance.
- Generate daily job sheets for contractors, prioritizing tasks to meet operational needs.
- Oversee material and stock levels to ensure seamless operations.
- Resolve customer complaints empathetically and professionally, escalating when necessary.
- Handle contractor and client invoices, ensuring timely resolution of queries.
- Comply with internal policies and procedures, fulfilling additional duties as required.
Contract Administrator
TSG Building Services
02.2021 - 07.2021
- Promoted from Customer Service Advisor to Contract Administrator after demonstrating exceptional performance.
- Administer BPHA housing contract, ensuring all operational and customer service targets are met.
- Allocate and track gas safety checks, ensuring completion within required timelines.
- Communicate with residents to confirm appointments, ensuring no access runs are promptly handled.
- Liaise regularly with BPHA colleagues to track progress, review reports, and resolve queries.
- Maintain comprehensive records and service documentation on ServiceSoft.
Customer Service Advisor
TSG Building Services
12.2020 - 01.2021
- Support the Contract Manager with outstanding reports and resolve client queries.
- Maintain internal systems by consistently updating status in real time.
- Coordinate multi-trade operatives, ensuring jobs are scheduled and completed in a timely manner.
- Address client and tenant queries, ensuring all appointments and services are efficiently booked.
- Collaborate with internal teams to track progress and ensure timely service delivery.
Hair Stylist
Toni&Guy
06.2014 - 03.2019
- Provided high-level service to VIP clients, managing their needs and ensuring a premium experience.
- Managed daily accounting and cashing-up procedures.
- Worked with the salon manager to achieve sales targets, exceeding the 2014 goal by 22%.
- Scheduled and rescheduled client appointments, ensuring punctuality and smooth operations.
Waitress
Highland Restaurant
09.2013 - 01.2014
- Delivered excellent customer service in a fast-paced environment.
- Managed customer orders and ensured efficient, professional service.
- Handled cash and ensured the restaurant adhered to health and safety standards.
- Promoted offers to customers, enhancing sales and customer satisfaction.
Education
HRC College
09.2013 - 6 2014
NVQ Level 2 - Hairdressing
Toni&Guy Academy
06.2014 - 7 2016
Skills
- Customer Service Excellence
- Strong Organizational Skills
- Effective Communication & Problem-Solving
- Team Leadership & Support
- Time Management & Prioritization
- Conflict Resolution & Client Liaison
- Adaptability in High-Pressure Environments
- Self-Starter & Motivated to Achieve Goals
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneDrive)
- ServiceSoft Planning Software
- Salon Genius Software
- Job Logic Software (Training Provided)
- Maintenance forecasting
- Persistence and determination
- Maintenance scheduling acumen
- Preventive maintenance planning
- Deadline management
- Training staff
- Compliance understanding
- Team Leadership
References
Available upon request.
Languages
Spanish
Intermediate
Certification
Managers Course - Completed October 2024
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Affiliations
- Spending time with family and friends
- Gym / Yoga
- Shopping
- Foodie
- Travel
Timeline
Maintenance Planned Maintenance Manager
OTwo
03.2024 - 10.2026
Maintenance Administrator
OTwo
07.2022 - 03.2024
Maintenance Coordinator
Stef & Philips
07.2021 - 06.2022
Contract Administrator
TSG Building Services
02.2021 - 07.2021
Customer Service Advisor
TSG Building Services
12.2020 - 01.2021
Hair Stylist
Toni&Guy
06.2014 - 03.2019
NVQ Level 2 - Hairdressing
Toni&Guy Academy
06.2014 - 7 2016
Waitress
Highland Restaurant
09.2013 - 01.2014
HRC College
09.2013 - 6 2014