Contract Support

Lancer Scott Ltd.; West of England; On-site; GBP 22,000 - 30,000; Full time

Job summary

Lancer Scott is recruiting for a Service Delivery Assistant at our head office in Central Bristol. This is a brand new role created as we win new contracts, offering an opportunity to build strong client relationships and coordinate maintenance work.

You will be the first point of contact for clients and engineers, manage work orders in our CAFMS system and ensure timely responses and accurate data to meet client SLAs and KPI targets.

Qualifications

• Customer-focused attitude and willingness to problem solve.
• Strong attention to detail.
• Able to work at pace and be flexible to respond to customer needs.
• Excellent organisational skill to multitask, prioritise and meet deadlines.
• Proficiency in Microsoft Office Suite including Word, Excel and Outlook and to learn new systems.
• Professional communication style, both written and verbal.
• Collaborative approach to team success.

Responsibilities

• Be the first point of contact for external and internal clients.
• Process new and existing work orders via our internal system.
• Support Service Delivery Team to meet client SLAs and KPIs.
• Manage work orders, scheduling maintenance and ensuring data accuracy.
• Maintain diary management and ensure tasks meet deadlines.
• Coordinate with LS Engineers/Subcontractors and allocate work orders.
• Raise purchase orders at correct mandate level and transfer data to CAFMS and client portals.

Skills

Customer focus

Attention to detail

Organisational skills

MS Office

Tools

CAFMS system

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 a projected £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. Playing a key role within the Service Delivery Team to ensure we provide an exceptional client experience. You will be held accountable and responsible for specific Accounts/ Contracts and understanding the contract scope. Carrying out all elements of scheduling Maintenance work and ensuring all information on each work order remains current and up to date.

This role will be based in our Head office in Central Bristol. This is a brand new role as the result of Lancer Scott winning new contracts.

• 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.

Building Communities at Lancer Scott

At Lancer Scott, we’re committed to giving back through hands‑on support, funding, and partnerships that create lasting impact. We've helped deliver projects like East Street Mews, providing housing for young homeless people, and revitalised community spaces such as the East Looe Hub and a Scouts hut in Gloucestershire. Our partnership with Community of Purpose enables us to support initiatives like the Bristol Young Heroes Awards and the Break Free Programme, giving young people opportunities to thrive.

Join us at Lancer Scott, where your work helps strengthen communities.