Contract Support: SLA-Driven Ops & Client Service

Invictus Group; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

Invictus Group in London is seeking a proactive Contract Support professional to provide comprehensive client-facing operations support, managing calls and emails with accuracy and timeliness.

You will liaise with site teams and head office, raise and track work orders, and ensure contract scope is followed while meeting SLAs. Strong communication, organisation, and MS Office skills are essential in this role with experience in Dynamics/Maximo being beneficial.

Responsibilities

• 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
• Familiar with daily operations and the specific scope of the contract
• Undertake any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager
• Very proficient in the use of Outlook, Word, Excel, Access, and PowerPoint. Excel skills to include basic functions, v-lookups, etc.
• Experience of using Dynamics, Concept, Maximo.
• 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

Job description

Invictus Group in London is seeking a proactive Contract Support professional to provide comprehensive client-facing operations support, managing calls and emails with accuracy and timeliness.

You will liaise with site teams and head office, raise and track work orders, and ensure contract scope is followed while meeting SLAs. Strong communication, organisation, and MS Office skills are essential in this role with experience in Dynamics/Maximo being beneficial.