Contract Support

Lancer Scott Holdings Ltd; West of England; On-site; GBP 26,000 - 38,000; Full time

Job summary

Lancer Scott Holdings Ltd, based in Bristol, is expanding its Service Delivery team to support growing client and engineer activities. The role focuses on delivering an exceptional client experience by building strong relationships and acting as the first point of contact via phone or email.

You will ensure work orders are logged accurately, allocated and tracked in our CAFM system and client portals, while meeting SLAs and KPI targets with proactive diary management.

Qualifications

• Customer-focused attitude with problem-solving mindset.
• Strong attention to detail and ability to work at pace.
• Professional communication style, written and verbal.
• Excellent organisational skills; able to multitask and meet deadlines.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Collaborative approach to contribute to team success.
• Willingness to adapt to customer needs.

Responsibilities

• Build strong relationships with clients and engineers to deliver a great client experience.
• Be the first point of contact for clients and engineers via phone or email.
• Record, allocate and process work orders in the CAFM system and portals.
• Respond to enquiries from clients, Account Managers and engineers within set timescales.
• Ensure work orders meet client SLAs, KPIs and internal processes.
• Maintain diary management and complete tasks within set timeframes.
• Meet client requirements set by Account Managers and Head of Service Delivery.
• Manage and monitor the mailbox, flagging emergencies for action.
• Assign works to LS Engineers/Subcontractors by skill and area; plan daily deliveries.
• Raise purchase orders at correct mandate level and update CAFM/client portals.

Skills

Customer focus

Attention to detail

Multitasking

Organisational skills

Written & verbal communication

Team collaboration

Problem solving

Ability to work at pace

Professional communication

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

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. If you would like to join a rapidly expanding business that can offer up good opportunities for career development and professional personal growth,

What will be my core responsibilities?

• 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 Managers & 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