An integral role supporting a key client you, as the successful Contract Support Administrator will be the first point of contact for both our external client and internal stakeholders, supporting the business in processing new and existing work orders via our internal system. You will play an important role within the Service Delivery Team ensuring to offer a first class service, second to none. This role requires great attention to detail, the ability to work within a fast pace environment along with excellent communication skills. Initially offered as a 9 month fixed term to cover maternity.
Principal Accountabilities
* To build strong relationships with external and internal clients, delivering an exceptional client experience.
* To be the first point of contact for clients and engineers, contacting the Service Delivery Team by phone or email.
* To assist with all day-to-day quotations administrative work in support of the FM departments SLA and goals set on contract.
* Management of Subcontractors and their diaries, directly liaising with the clients to book in works and access.
* Ensure all work orders are recorded accurately, allocated and processed in line with the process via our internal CAFM system and client portals. Ensuring all information remains current.
* Responding to enquires from our Clients, Account Managers and Engineers within set timescales.
* To be actively progressing your personal development through regular 1:1’s with your Team Leader, creating and completing personal and business objectives.
* To ensure all client and engineer conversations, documentation and transactions meet with business process regulatory requirements, company compliance standards and company associated guidelines.
Key Responsibilities
* Responsible for specific workflow status within our CAFM system.
* Ensure work orders are processed meeting client SLAs, KPIs and internal process.
* Communicating and building strong relationships with our engineers and suppliers to obtain detailed updates to provide to our clients, ensuring works are carried out and completed within contractual SLAs.
* Ensure quotations are processed within the client SLAs and internal processes followed.
* Maintain diary management and ensure that all tasks set by Team Leader and Head of Service Delivery are completed within the correct timeframe.
* Meeting all client requirements set by Account Managers & Head of Service Delivery.
* Clear communication within the team to encourage a collaborative environment.
Skills, Experience & Background
* Experience of working within a fast paced, customer centric business.
* An ability to demonstrate strong attention to detail.
* Excellent communication skills, confident, clear and professional both written and verbal with the ability to manage expectations and build relationships and trust.
* An experienced team player with an interest in collaborating with others to achieve shared goals.
* Experience of working to and achieving targets and objectives.
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