Contract Support

Confidential; West of England, Bath; In loco; GBP 22.000 - 30.000; Tempo pieno

Descrizione del lavoro

Lancer Scott, established in 1998 and based in Bristol, is seeking a proactive Service Delivery Coordinator to join our team at the UWE Campus. You will be the first point of contact for clients and engineers, handling work orders and maintaining strong client relationships to deliver an exceptional experience.

You will use our CAFM system and client portals to record, allocate and track requests, respond within SLA timelines, and support the Team Leader and Head of Service Delivery.

Competenze

• Customer-focused attitude with problem-solving mindset.
• Excellent attention to detail.
• Ability to work at pace and adapt to customer needs.
• Strong organisational skills with multitasking and meeting deadlines.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and ability to learn new systems.
• Professional written and verbal communication.
• Collaborative team player.

Mansioni

• Build strong relationships with external and internal clients; deliver exceptional client experience.
• Be the first contact point for clients and engineers via phone or email.
• Ensure work orders are recorded in CAFM system and client portals.
• Respond to client enquiries within set timescales.
• Ensure work orders meet client SLAs and KPIs.
• Maintain diary management and complete tasks within set timeframes.
• Meet client requirements set by Account Managers & Head of Service Delivery.
• Manage mailbox and flag emergency call outs for action.
• Allocate works to LS Engineer/Subcontractor by skill and area; plan daily.
• Raise purchase orders for subcontracted works and share updates to CAFM and client portal.

Conoscenze

Customer focus

Attention to detail

Multitasking

Communication skills

MS Office proficiency

Team collaboration

Strumenti

CAFM system

Client portals

MS Word

MS Excel

MS Outlook

Descrizione del lavoro

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.