Contract Support Administrator: SLA & Ops Coordinator

Invictus Group; Greater London; Presencial; GBP 32.000 - 52.000; Jornada completa

Descripción de la vacante

Invictus Group is seeking a detail-oriented professional to provide frontline client support, handling calls and emails promptly. You will coordinate with site teams and head office, manage quotations and purchase orders, and ensure tasks align with contract scope while meeting SLA targets.

Responsibilities include coordinating work orders, monitoring call outcomes, maintaining QHSE records, and acting as a key site user for PPM, reactive tasks, and reporting.

Responsabilidades

• 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 with 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.
• 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, reactive and reporting.
• Promote and maintain company culture throughout the team.
• 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
• Very proficient in the use of Outlook, Word, Excel, Access, and PowerPoint. Excel skills to include basic functions, v-lookups, etc.
• Experience of using cafm systems
• 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.
• 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

Descripción del empleo

Invictus Group is seeking a detail-oriented professional to provide frontline client support, handling calls and emails promptly. You will coordinate with site teams and head office, manage quotations and purchase orders, and ensure tasks align with contract scope while meeting SLA targets.

Responsibilities include coordinating work orders, monitoring call outcomes, maintaining QHSE records, and acting as a key site user for PPM, reactive tasks, and reporting.