Lead Contract Support

Construction, Property and Engineering; England; On-site; GBP 43,000; Full time

Job summary

A leading Facilities Management provider in West London is looking for a Lead Contract Support Officer to lead a small administrative team and oversee back-office operations. You will manage Planned Preventative Maintenance tasks, ensure compliance with commercial governance, and improve service standards. Candidates should have proven experience in a senior support role within Facilities Management, strong leadership abilities, and a solid understanding of CAFM systems. This is a permanent, full-time position offering a salary of £43,000.

Qualifications

• Proven experience in a Contract Administrator or senior support role within Facilities Management.
• Strong leadership and team management skills.
• Excellent communication and customer service capabilities.
• High level of organization, with ability to manage multiple tasks.
• Understanding of CAFM systems, with experience in Planon desirable.
• Experience in process improvement and compliance auditing.

Responsibilities

• Lead and develop the Contract Support Team.
• Oversee scheduling and planning of PPM tasks.
• Handle client and supplier queries and manage team inboxes.
• Process quotations, POs, invoices, and timesheets.
• Ensure documentation and service reports are accurate and complete.
• Identify and implement service improvements.

Skills

Team management

Communication

Customer service

Organizational skills

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.