Contract Support Retail

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

Job summary

Lancer Scott in Bristol is seeking a proactive Service Delivery Administrator to be the first point of contact for external and internal clients. You will process new and existing work orders via our CAFM system, schedule maintenance, and ensure records stay current.

Based at head office in Central Bristol, this role supports the client experience across accounts and contracts. You will build strong client relationships, respond to inquiries quickly, and coordinate with engineers and Account

Qualifications

• Customer-focused attitude with problem-solving mindset.
• Strong attention to detail.
• Able to work at pace and respond to customer needs.
• Excellent organisational skills; multitask, prioritise, meet deadlines.
• Proficient in Microsoft Office including Word, Excel and Outlook; learn new systems.
• Professional written and verbal communication; collaborative.

Responsibilities

• Build strong relationships with clients to deliver an exceptional experience.
• Be the first point of contact for clients and engineers via phone or email.
• Ensure work orders are recorded, allocated and processed in CAFM system and client portals.
• Respond to inquiries from clients, Account Managers and engineers within set timescales.
• Ensure work orders meet client SLAs, KPIs and internal process.
• Maintain diary management and complete tasks within the correct timeframe.
• Meet client requirements set by Account Managers & Head of Service Delivery.
• Manage the mailbox and flag emergency callouts for action.
• Assign works to LS Engineer/Subcontractor by skill set and area, plan daily.
• Raise purchase orders at correct mandate level and share updates to systems.

Skills

Customer focused

Attention to detail

Organizational skills

Multitasking

Communication skills

Teamwork

Tools

Microsoft Office

Job description

• Compensation: GBP 27,000 - GBP 28,000 - yearly

Company Description

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.

Job Description

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.

• 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.

Qualifications

• 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.