Contract Administrator
Main Duties & Responsibilities
* Responsible for the execution of the end-to-end work order management, including the co-ordination of all planned and reactive services within remit, detailed planning of work with JLL engineering and our supply chain.
* To accurately record all information necessary to resolve reported service requests, incidents, and complaints, including accurate classification to enable trend analysis.
* To monitor, action and escalate work orders and incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
* Procurement of services from external supply partners, including purchase order creation and service delivery management.
* To develop and maintain a good understanding of the core Corrigo application, mobile and scheduling systems, the facilities management services provided to clients, client systems and all relevant process and procedures.
* To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations.
* To take action to keep up to date with changes to the contract and sharing information learned with the team and wider stakeholders.
* To handle and actively resolve any customer issues according to the Customer Complaint process.
* To be prepared to work on any CEC contracts, projects, and initiatives at short notice to support the changing needs of the business.
Qualifications & Experience
* 2+ years working within a administration/ work order / scheduling / mobile resource planning environment; FM is advantageous.
* Experience in coordinating service delivery in a mobile field force environment, including parts management and subcontract service delivery.
* Experience of working in a customer service environment driven by customer SLAs, performance measurement and personal work targets essential.
* Excellent communication – both written and verbal
* Ability to stay calm in a high paced environment.