Facilities Contract Administrator – Client Services

Bidvest Noonan; England; On-site; GBP 26,000 - 34,000; Full time

Job summary

Bidvest Noonan is hiring a Cleaning - Contract Administrator to support client services across a large property portfolio. The role is based at Byfleet & New Haw and runs 37.5 hours per week, with shifts 8:00–16:00 or 8:30–16:30, reporting to the Administrative Team Leader.

You will work with Operations Managers, Supervisors and the Scheduling team to deliver the programme of works and ad hoc requests, ensuring client satisfaction and contractual compliance.

Qualifications

• Experience in a digital/tech-enabled customer helpdesk or call centre environment.
• Experience using CRM software, in particular case and workflow management.
• Excellent communication skills, verbal and written.
• Experience managing suppliers and other third parties ensuring deadlines are established and met and SLAs are maintained.
• Experience working with IT and telephony related to inbound and outbound call centre.
• Ability to problem solve, take charge of a situation and successfully deal with the unexpected.
• Proactive, organised and able to prioritise competing work requests and multi-task effectively despite interruptions in a busy department.
• Be able to work on your own initiative with the ability to prioritise your own workload.
• Excellent analytical skills and high level of computer literacy, in particular MS Word, Excel and PowerPoint.
• Good timekeeping, honest and committed.
• Committed to quality and excellence through evidence of continuing professional development.
• Attention to detail, curiosity and a desire to learn and develop with role and the organisation.
• A good sense of humour and a desire to develop team culture.
• Knowledge of Salesforce CRM and Field Service module.
• Previous experience in a large Facilities Management firm/ large housing organisation.
• Previous experience in a demanding customer/client service role.
• Knowledge of Microsoft Teams.

Responsibilities

• Acting as the first point of call for client service enquiries and work requests including, but not limited to, bulk waste collections, ad hoc work and sub-contracted work.
• Managing inbound client communications for a client contract grouping, categorising and logging enquiries using the CRM software package and, working with Operations Managers and Supervisors to ensure all client enquiries are addressed in a timely manner
• Ensuring client satisfaction with the handling of service-related issues including: managing client complaints, escalating client issues to Client Account management and Operations management as appropriate, ensuring
• Working in conjunction with the scheduling and dispatch team, Operations Managers, other internal resources, and external service providers to coordinate delivery of ad hoc work requests from initial enquiry, through price estimating, raising of purchase orders, scheduling, delivery and billing
• Managing relationships with sub-contractors to ensure delivery of services in accordance with client requirement and Just Ask expectations for quality, cost and time.
• Liaising with sub-contractors, clients and resident to arrange the delivery of sub-contracted works (e.g. organising access, checking parking restrictions)
• Liaising with the scheduling and dispatch team and Operations Managers to ensure the effective delivery of the programme of works schedule and the timely resolution of identified issues
• Working in conjunctions with Finance to ensure revenue from ad hoc works is tracked effectively and billed in a timely manner
• Managing data flow to/from client portals as required and ensuring data within client portals is managed in accordance with contractual requirements and client expectations
• Briefing Operations Managers and other internal stakeholders on key issues such as complaints, escalations and positive client feedback as required.
• Updating the CRM platform and Management Information Systems to ensure all data, assets and associated records are updated, all relevant dashboard and reports are operating and accurate
• Prepare weekly and monthly KPI and SLA performance reports for internal and client stakeholders as required and continually review statistics and act accordingly to improve operational performance and mitigate risk
• Ensuring that service-related issues are addressed either directly or escalated in a timely manner to Operations Managers or other internal stakeholders as appropriate
• Providing holiday and absence cover for other administrators within the team
• Such other responsibilities as from time to time may be required of the role as directed by the Administrative Team Leader

Skills

CRM software

Salesforce

Communication skills

Problem solving

Teamwork

IT knowledge

Multitasking

Tools

Salesforce CRM

Job description

Bidvest Noonan is hiring a Cleaning - Contract Administrator to support client services across a large property portfolio. The role is based at Byfleet & New Haw and runs 37.5 hours per week, with shifts 8:00–16:00 or 8:30–16:30, reporting to the Administrative Team Leader.

You will work with Operations Managers, Supervisors and the Scheduling team to deliver the programme of works and ad hoc requests, ensuring client satisfaction and contractual compliance.