Contract Support

Lancer Scott Holdings Ltd; Gloucester; On-site; GBP 23,000 - 30,000; Full time

Job summary

Lancer Scott Holdings Ltd is seeking a proactive Service Delivery Coordinator to be the first point of contact for clients and engineers. You will process and track work orders using our CAFM system and client portals, ensuring timely responses and adherence to SLAs.

The role requires strong organizational skills, meticulous attention to detail and effective communication, with the ability to collaborate across teams and manage diary schedules.

Qualifications

• Customer-focused attitude and willingness to problem solve.
• Strong attention to detail.
• Able to work at pace and adapt to customer needs.
• Excellent organisational skill with multitasking and deadlines.
• Proficient in Word, Excel, Outlook and learning new systems.
• Professional written and verbal communication.
• Collaborative approach to team success.

Responsibilities

• Be the first point of contact for clients and engineers via phone or email.
• Process new and existing work orders through internal CAFM system and client portals.
• Record, allocate and process work orders in line with procedures and SLAs.
• Respond to client and internal queries within set timescales.
• Ensure work orders meet client KPIs and internal processes.
• Maintain diary management and complete tasks set by Team Leader and Head of Service Delivery.
• Plan and assign work to engineers/Subcontractors based on skill and area.
• Raise purchase orders and provide updates to CAFM and client portals.

Skills

Customer focus

Attention to detail

Multitasking

Organizational skills

MS Office

Communication skills

Team collaboration

Job description

Why work for us?

Established in 1998 Lancer Scott offers renowned high-quality construction projects and facilities management services. Based in the heart of Bristol we have enjoyed success and significant growth, particularly in the last four years with turnover increasing from £56 million in 2020 to £125 million in 2025.

To ensure our business remains fully supported we are investing into our people strategy and infrastructure to give our employees the tools to perform to the best of their ability.

What will be my core responsibilities?

To be the first point of contact to our external and internal clients, supporting the business in processing new and existing work orders via our internal system and managing queires and issues. This role will be based up at UWE Campus.

• Build strong relationships with external and internal clients, delivering an exceptional client experience.
• Be the first point of contact for clients and engineers that are contacting the Service Delivery Team by phone or email.
• Ensure all work orders are recorded accurately, allocated and processed in line with the process via our internal CAFM system and client portals.
• Respond to enquires from our Clients, Account Managers and Engineers within set timescales.
• Ensure work orders are processed meeting client SLAs, KPIs and internal process.
• Maintain diary management and ensure that all tasks set by Team Leader and Head of Service Delivery are completed with the correct timeframe.
• Meet all client requirements set by Account Mangers & Head of Service Delivery.
• Manage and monitor the mailbox throughout the day highlighting emergency call outs for team members to action.
• Ensure all works are assigned to the correct LS Engineer/ Subcontractor via skill set and area and that each day is strategically planned, and all work is to be delivered & completed within the FSLA.
• Manage all works sent to a subcontractor, raising purchase orders at the correct mandate level. Obtaining weekly updates/ ETAs transferring all information to both Lancer Scott CAFM system and Client portal.

What skills and experience do I need to be successful in this role?

• A customer-focused attitude and willingness to problem solve and help.
• Strong attention to detail.
• Happy and able to work at pace and be flexible to respond to customer needs.
• Excellent organisational skill with the ability to multitask, prioritise and meet deadlines.
• Proficiency in Microsoft Office Suite including Word, Excel and Outlook and to learn new systems.
• A professional communication style, both written and verbal.
• A collaborative approach to contribute to team success.

We are an equal opportunities employer committed to creating a diverse and inclusive environment and welcome applications from all suitably qualified candidates.