Contract Support

CBRE, Inc.; Oxford; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

On-site role

Job summary

CBRE Global Workplace Solutions in Oxford seeks a Contract Support to deliver exceptional customer service and business support within the contract scope.

You will interact with senior managers, clients and suppliers, maintain records, and coordinate with site teams to ensure timely responses and compliance with SLAs.

Qualifications

• Excellent command of English with strong written and verbal communication.
• Strong organisational and time-management skills.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Provide exceptional customer service and business support to contribute to growth of the unit.
• Answer calls and emails professionally and timely.
• Determine fault priority from client information.
• Liaise with site teams and head office for quotes and purchase orders.
• Manage supply chain and ensure SLAs are met.
• Drive engineeering team to attend callouts within SLAs.
• Ensure work aligns with contract scope.
• Raise and assign work orders to resources.
• Identify and implement innovations to improve performance.
• Maintain CBRE culture across teams.
• Monitor calls from customers and close cases.
• Allocate engineers to call outs and maintenance visits.
• Maintain QHSE documents and on-site system records.
• Use ERP systems like Dynamics, Maximo and other tools.
• Maintain staff records and ensure accurate contact details.

Job description

The main feature of this role will be to provide exceptional customer service and business support in order to contribute to the continued growth and success of the Business Unit. Understanding, anticipating and delivering to customer needs, achieving results within quality and time constraints., Providing support to the client and answer calls and emails in a professional and timely manner

Determine the nature, priority of faults based on information provided by the client

Liaise closely with site teams and head office, ensuring accurate processing of quotations and purchase orders

Managing the supply chain and drive them to attend within required SLA's

Driving the engineering team to attend to all callouts within required SLA's

To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance to the contract scope and not outside of this

Raise and assign work orders to relevant resources

Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations

Promote and maintain CBRE culture throughout teams

Monitoring calls received from the customer through to call completion and updating records

Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA's.

Ensure QHSE documentation is maintained and readily available using company systems

Manage system as a key user on site including PPM records, reactives and reporting

Maintain people records such as new starters, leavers, general staff changes, contact details, etc

Effective communication with all levels of internal teams and external customers

Familiar with daily operations and the specific scope of the contract

Undertake any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager

Good basic education to GCSE (or equivalent standard), which will include an English and Maths qualification.

Education to A-Level/HNC standard would be beneficial

Training

Very proficient in the use of Outlook, Word, Excel, Access and PowerPoint. Excel skills to include basic functions, v-lookups, etc.

Experience of using Dynamics, Concept, Maximo.

Experience

Experience of a similar customer facing role in a medium-sized business.

Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities.

Aptitudes

Excellent command of the English language demonstrated through good verbal and written communication.

Must be detail conscious, accurate and methodical in approach.

Strong organizational and communication skills

Able to work systematically and use own initiative.

Able to work on more than one task at any given time.

Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently.

Character

Must demonstrate a strong sense of customer focus, and promote a sense of team spirit and good morale within the office.

Reliable, able to complete work within required time frame and manage own deadline requirements.

Calm manner able to work under pressure and against rapidly changing demands and priorities.

Able to work as part of a multi-disciplinary team, providing support to other areas of the business on occasions, as required.

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Contract Support to join our team on a contract in Oxford.