Contract Support Specialist — Client Services

Lancer Scott Holdings Ltd; West of England; On-site; GBP 26,000 - 38,000; Full time

Job summary

Lancer Scott Holdings Ltd, based in Bristol, is expanding its Service Delivery team to support growing client and engineer activities. The role focuses on delivering an exceptional client experience by building strong relationships and acting as the first point of contact via phone or email.

You will ensure work orders are logged accurately, allocated and tracked in our CAFM system and client portals, while meeting SLAs and KPI targets with proactive diary management.

Qualifications

• Customer-focused attitude with problem-solving mindset.
• Strong attention to detail and ability to work at pace.
• Professional communication style, written and verbal.
• Excellent organisational skills; able to multitask and meet deadlines.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Collaborative approach to contribute to team success.
• Willingness to adapt to customer needs.

Responsibilities

• Build strong relationships with clients and engineers to deliver a great client experience.
• Be the first point of contact for clients and engineers via phone or email.
• Record, allocate and process work orders in the CAFM system and portals.
• Respond to enquiries from clients, Account Managers and engineers within set timescales.
• Ensure work orders meet client SLAs, KPIs and internal processes.
• Maintain diary management and complete tasks within set timeframes.
• Meet client requirements set by Account Managers and Head of Service Delivery.
• Manage and monitor the mailbox, flagging emergencies for action.
• Assign works to LS Engineers/Subcontractors by skill and area; plan daily deliveries.
• Raise purchase orders at correct mandate level and update CAFM/client portals.

Skills

Customer focus

Attention to detail

Multitasking

Organisational skills

Written & verbal communication

Team collaboration

Problem solving

Ability to work at pace

Professional communication

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Lancer Scott Holdings Ltd, based in Bristol, is expanding its Service Delivery team to support growing client and engineer activities. The role focuses on delivering an exceptional client experience by building strong relationships and acting as the first point of contact via phone or email.

You will ensure work orders are logged accurately, allocated and tracked in our CAFM system and client portals, while meeting SLAs and KPI targets with proactive diary management.