Contract Support Manager

CBW Staffing Solutions Ltd; Liverpool; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Working hours: 8:30am–4:30pm

24 days holiday + bank holidays

Career progression opportunities

Job summary

CBW Staffing Solutions Ltd is seeking a Contract Support Manager in Liverpool to lead the helpdesk, workflow and administration teams, ensuring reactive and planned maintenance runs smoothly and KPIs/SLAs are met.

You will own financial admin tasks including POs, invoicing and reconciliations, work with CAFM systems such as Maximo, and report performance using Power BI. A commercially minded leader with strong organisational and communication skills will thrive.

Qualifications

• Experience leading helpdesk/workflow/administration teams.
• Background in FM, property services or maintenance.
• Track record of SLA/KPI-driven service delivery.
• Financial admin experience: POs, invoicing, reconciliations.
• Familiarity with CAFM systems (Maximo or similar).
• Strong Excel, MS Office and reporting skills.

Responsibilities

• Lead and develop the helpdesk, workflow and admin teams.
• Be the main escalation point for coordinators and helpdesk staff.
• Build a positive, engaged team culture and keep training up to date.
• Raise and receipt POs for reactive and planned works.
• Review subcontractor quotes and spend for value and compliance.
• Own monthly GRIR reconciliation, monitor WIP and support billing.
• Track KPI and SLA performance, spot trends and drive improvements.
• Report performance using Power BI, Maximo and other reporting tools.
• Support client meetings and operational reviews, making sure contractual obligations are met.

Skills

Helpdesk management

FM / facilities management

KPI-driven delivery

Financial admin (POs, invoicing)

Maximo CAFM

Excel & reporting

Strong communication

Tools

Maximo

Job description

Contract Support Manager - Liverpool - £35,000

An exciting opportunity has arisen for an experienced and highly organised Contract Support Manager to join a busy and professional Facilities Management company based in Liverpool.

This position will be responsible for heading up the helpdesk, workflow and administration teams that keep reactive and planned maintenance running smoothly, and make sure the contract delivers on its KPIs and SLAs while the finances stay tight.The role suits a well-organised, commercially minded leader who enjoys building strong teams and improving how things get done.

Key Responsibilities:

• Lead and develop the helpdesk, workflow and admin teams, covering 1-2-1s, appraisals, training, recruitment, attendance and resource planning
• Be the main escalation point for coordinators and helpdesk staff
• Build a positive, engaged team culture and keep training up to date
• Raise and receipt POs for reactive and planned works
• Review subcontractor quotes and spend for value and compliance
• Own monthly GRIR reconciliation, monitor WIP and support billing
• Track KPI and SLA performance, spot trends and drive improvements
• Report performance using Power BI, Maximo and other reporting tools
• Support client meetings and operational reviews, making sure contractual obligations are met

Person Specification:

• Experience managing helpdesk, workflow or administration teams
• A background in FM, property services or maintenance
• A track record in SLA/KPI-driven service delivery
• Financial admin experience: POs, invoicing, reconciliations
• Familiarity with CAFM systems (Maximo or similar)
• Strong Excel, MS Office and reporting skills
• Strong organisational, communication and customer service skills
• The ability to stay calm under pressure and juggle priorities

What the Role Offers:

• A competitive salary of £35,000 with progression opportunities
• 8.30am - 4.30pm Monday - Friday
• 24 days holiday plus bank holidays
• Professional qualifications and ongoing training and development