Contract Support Coordinator – Service Delivery

Jobs for Humanity; West of England; On-site; GBP 27,000 - 28,000; Full time

Job summary

Lancer Scott is recruiting for a Service Delivery Administrator to act as the first point of contact for clients and engineers, handling new and existing work orders in our CAFM system and client portals. This role supports the University of the West of England contract from our Bristol base.

You will build strong client relationships, respond to inquiries promptly, ensure orders are accurate and processed to meet SLAs, and assist in diary management and subcontractor coordination while

Qualifications

• 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.

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 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.

Skills

Customer focus

Attention to detail

Pace & multitasking

Organisational skills

Microsoft Office

Communication skills

Team collaboration

Tools

Microsoft Office Suite

Job description

Lancer Scott is recruiting for a Service Delivery Administrator to act as the first point of contact for clients and engineers, handling new and existing work orders in our CAFM system and client portals. This role supports the University of the West of England contract from our Bristol base.

You will build strong client relationships, respond to inquiries promptly, ensure orders are accurate and processed to meet SLAs, and assist in diary management and subcontractor coordination while