Lead Contract Support

Randstad CPE; City Of London; On-site; GBP 36,000 - 43,000; Full time

Job summary

A Facilities Management company is seeking a proactive Lead Contract Support Officer to join their team in West London. You will lead a small administrative team, ensuring back-office operations run smoothly while providing high-quality support to both operational teams and stakeholders. The ideal candidate will possess strong leadership skills, extensive experience in client support, and a solid understanding of CAFM systems to improve service standards and operational efficiency. This is a permanent full-time position.

Qualifications

• Proven experience in a contract administrator or senior support role in Facilities Management.
• Strong leadership skills with experience in staff training and development.
• Excellent communication skills, able to engage professionally with stakeholders.
• High level of organization and ability to manage multiple tasks.
• Solid understanding of CAFM systems and process improvement experience.

Responsibilities

• Lead and develop the Contract Support Team to ensure high performance.
• Oversee scheduling and planning of Planned Preventative Maintenance tasks.
• Handle high-priority client and supplier queries effectively.
• Process quotations, Purchase Orders, invoices, and support financial reporting.
• Ensure compliance with documentation and Quality Management System records.
• Identify and implement process improvements for service standards.

Skills

Team management

Client support

Operational coordination

Financial reporting

Process improvement

Tools

CAFM systems

Planon

Job description

Lead Contract Support Officer - Facilities Management

Location: West London

Salary: £43,000

Contract: Permanent - Monday to Friday: 8am 5pm + 1 day WFH

The Opportunity

We are seeking a proactive and highly organised Lead Contract Support Officer to join our team based at a prestigious site in West London. In this key role, you will lead a small administrative team, ensuring smooth back‑office operations and delivering high‑quality support to operational teams and stakeholders.

What You’ll Be Doing

• Team Leadership & Development: Manage, train, and develop the Contract Support Team, ensuring high performance, effective workload distribution, and robust cover for planned absences.
• Operational Coordination: Oversee the scheduling and planning of Planned Preventative Maintenance (PPM) tasks, managing access arrangements, Permits to Work, and ensuring all CAFM system updates are accurate to meet Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Client & Stakeholder Support: Handle high‑priority client and supplier queries, manage shared team inboxes, attend operational meetings, and diligently follow up on all outstanding actions.
• Financial & Commercial Support: Process quotations, Purchase Orders (POs), invoices, and timesheets. Support accurate financial reporting and ensure strict compliance with payment terms and commercial governance.
• Reporting & Compliance: Ensure all documentation, service reports, and Quality Management System (QMS) records are accurate, complete, and correctly uploaded and maintained within the CAFM system.
• Process Improvement: Proactively identify and implement improvements to raise overall service standards and operational efficiency across the administrative function.

What We’re Looking For

• Proven experience working in a Contract Administrator or senior support role within the Facilities Management sector.
• Strong leadership and team management skills, with experience in staff training and development.
• Excellent communication and customer service capabilities, able to engage professionally with diverse stakeholders.
• High level of organisation, with proven ability to prioritise competing tasks and manage multiple streams of work concurrently.
• Solid understanding of CAFM systems, with experience in systems such as Planon highly desirable.
• Demonstrable experience in process improvement, compliance auditing, and driving consistently high service standards.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.