Contract Administrator

Jll; East Midlands; On-site; GBP 30,000 - 36,000; Full time

Job summary

JLL is seeking a role focused on end-to-end work order management, coordinating planned and reactive services with engineering and supply chain. You will accurately record information to classify and resolve service requests, incidents and complaints, enabling trend analysis.

The position involves monitoring, escalation, and proactive communication to meet service levels, plus procurement and vendor management.

Responsibilities

• Responsible for end-to-end work order management and planning with JLL engineering and supply chain.
• Record information to resolve service requests, incidents and complaints with accurate classification for trend analysis.
• Monitor, action and escalate work orders and incidents to meet service levels and inform customers of status.
• Procurement of services from external partners, including PO creation and service delivery management.
• Develop and maintain understanding of Corrigo app, mobile and scheduling systems, and FM services.
• Identify opportunities to develop skills and maintain records of own development and call observations.
• Keep up to date with contract changes and share information with the team and stakeholders.
• Handle and resolve customer issues according to the Customer Complaint process.
• Be prepared to work on CEC contracts, projects, and initiatives at short notice.
• Experience coordinating service delivery in mobile field force environment; parts management and subcontract service delivery.

Job description

• 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 escalation 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.
• Experience 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.
• Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward., Our people at JLL are shaping the future of real estate for a better world by combining world-class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward, Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL's recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.