Maintenance Contract Lead

ZipRecruiter; Hazel Grove; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company seeks a highly organized Customer Contracts Lead to oversee the administrative aspect of maintenance operations. This role involves coordinating maintenance activities, ensuring compliance with contracts, and providing exceptional customer service. The ideal candidate will possess strong organizational skills and a proactive approach, thriving in a fast-paced environment.

Qualifications

• Proven experience in scheduling or coordination roles within fast-paced environments.
• Strong customer service skills and confidence liaising with engineers and clients.
• Excellent organizational ability and pride in delivering consistent, accurate work.

Responsibilities

• Manage coordination of planned and reactive maintenance activities.
• Act as central point of contact for clients regarding scheduling and job status.
• Ensure documentation compliance and support monthly KPI reporting.

Skills

Scheduling

Customer Service

Organization

Proficiency in Excel

Tools

Scheduling Tools

Document Management Systems

Job description

Job Description

Purpose of the role

We're looking for a highly organised, responsible professional to take ownership of the administrative backbone of our maintenance operations. As the Customer Contracts Lead, you'll manage the coordination and compliance of planned and reactive maintenance activities across client contracts, ensuring the smooth running of jobs from scheduling through to completion.

You’ll play a critical role in maintaining contract SLAs, working with our engineers, subcontractors, and delivering exceptional customer service. This role is perfect for someone who takes pride in being proactive, dependable, and detail-oriented.

Key Responsibilities

Contract & Job Administration

• Lead scheduling and coordination of all planned and reactive maintenance activities.
• Maintain oversight of contract SLAs, ensuring deadlines, documentation, and compliance requirements are met.
• Track key milestones (e.g. POs, documentation, retention releases) and escalate delays proactively.

Subcontractor Management

• Source and coordinate suitable subcontractors for specialist jobs.
• Ensure subcontractors have the correct RAMS, competencies, and job documentation.
• Maintain up-to-date records for audit and compliance.

Client Relationship & Communication

• Act as the central point of contact for clients regarding scheduling, job status, and issue resolution.
• Maintain client portals (e.g. Mitie, NWR) with accurate, timely updates and compliance uploads.
• Ensure clients are informed of access requirements, schedule changes, and job outcomes.

Engineer Support & Resource Allocation

• Allocate jobs based on engineer availability, skills, and geography.
• Issue job packs and provide engineers with real-time updates on changes or access requirements.
• Capture engineer feedback and follow up on quotes or remedial work.

Compliance & Reporting

• Ensure all documentation (RAMS, job sheets, WPPs) is collected and uploaded appropriately.
• Keep internal trackers and SharePoint up to date for full contract transparency.
• Support monthly KPI and performance reporting.

KPIs

Measurable outcomes you will need to focus on include:

• Timely and accurate scheduling of all PPM and reactive jobs.
• SLA adherence and engineer utilisation performance.
• Zero-chase inbox management and proactive communication with clients.
• Accurate documentation and compliance uploads across all contracts.
• Commercial support through clear tracking of milestones and dependencies.

Skills to demonstrate

Essential

• Proven experience in scheduling, administration, or coordination roles within a fast-paced environment.
• Strong customer service skills and confidence liaising with engineers, clients, and subcontractors.
• Excellent organisational ability and pride in delivering consistent, accurate work.
• Proficiency in Excel, scheduling tools, and document management systems.

Desirable

• Knowledge of facilities maintenance or service contract environments.
• Familiarity with client portals (e.g. NWR, Mitie).
• Understanding of compliance frameworks (e.g. RAMS, CDM, BS 5839).
• Awareness of commercial processes such as PO tracking or invoice support.