Senior Contract Support

Lancer Scott Ltd.; West of England; Hybrid; GBP 40,000 - 52,000; Full time

Job summary

Lancer Scott Ltd. is seeking a Service Delivery Team Lead to supervise a dedicated team and ensure the efficient running of daily operations. You will focus on meeting customer SLAs, KPIs and driving performance across the team. The role requires strong mentoring, stakeholder communication and a solid understanding of facilities management services.

You will mentor staff, analyse performance, and coordinate with Account Managers to ensure timely and accurate responses to clients.

Qualifications

• Experience in a call centre or helpdesk environment.
• Experience mentoring, coaching, training and developing team members.
• Knowledge of provision of Facilities Management Services and what this entails.
• Strong communication skills with stakeholders.
• Analytical ability with reporting and data handling.

Responsibilities

• Supervise the Service Delivery Team to meet SLA and KPIs.
• Provide coaching through monthly 1:1s and objective setting.
• Monitor call handling performance and take corrective action.
• Ensure contract requirements are met and timelines are managed.
• Assist with tracking and closing cases alongside Account Managers.
• Escalate client concerns to Head of Service Delivery when needed.

Skills

Call centre experience

Mentoring & coaching

Facilities management knowledge

Stakeholder communication

Analytical mindset

Data analysis & reporting

Decision making

Tools

CAFM system

Job description

Why work for us?

Established in 1998 Lancer Scott offers renowned high-quality construction projects and facilities management services, often competing and winning work from our much larger competitors. We are based in the heart of Bristol and have enjoyed significant success, particularly in the last 4 years with turnover increasing from £56 million in 2020 to £125 million in 2025.

To ensure our business remains fully supported we are investing into our people strategy and infrastructure to give our employees the tools to perform to the best of their ability. If you would like to join a rapidly expanding business that can offer up good opportunities for career development and professional personal growth,

Job Details

What will be my core responsibilities?

To support the Head Service Delivery and supervise the efficient running of one the Contract Support Teams. Providing excellent customer service and support to our clients, Account Managers, and our supply chain partners. Focusing on the daily management of the Service Delivery Team’s performance and delivering or exceeding our customer SLA’s, KPIs along with set targets and objectives.

• Accountable for the effective supervision of your Service Delivery Team, ensuring calls are answered, calls logged accurately and promptly within timescale set, that all information held within our internal CAFM system is correct, procedures are written and that the processes are followed.
• Conduct regular call monitoring to assess quality and provide feedback and coaching
• Analyse call handling performance and productivity and take action to resolve any issues.
• Ensure you’re your team are meeting / exceeding contract requirements, and manage expectations and timelines for the customer and all internal stakeholders if timelines are going to slip.
• Conduct monthly 1:1s, mentoring team members, targets & objective setting and absence management.
• Complete checks to ensure accuracy of tasks and real time position, reporting on Team stats and targets set by Head of Service Delivery.
• Prioritise daily tasks and raise any concerns with the Head of Service Delivery - Acting as a point of escalation.
• Highlight client concerns or potential delays to the Head of Service Delivery / Account Mangers.
• Provide support on analysing and managing customer support issues via telephone/email where required.
• Ensure you have a clear understanding of the services we provide for our clients in all aspects relating to work order management.
• Assist Account Managers / Contracts Managers to provide support with tracking and closing individual cases as and when the business requires.

What do I need to be successful in this role?

• Demonstrable experience in a call centre/helpdesk environment
• Experience mentoring, coaching, training and developing team members
• Knowledge of provision of Facilities Management Services and what this entails.
• Well developed communication skills and able to work collaboratively with a range of stakeholders
• Good analytical ability with a commercial mindset
• Confident user of different systems and comfortable working with large datasets and pulling reports
• A flexible and adaptable approach to work, and able to make sound decisions regarding priorities

We are an equal opportunities employer committed to creating a diverse and inclusive environment and welcome applications from all suitably qualified candidates.

Building Communities at Lancer Scott

At Lancer Scott, we're committed to giving back through hands-on support, funding, and partnerships that create lasting impact. We've helped deliver projects like East Street Mews, providing housing for young homeless people, and revitalised community spaces such as the East Looe Hub and a Scouts hut in Gloucestershire. Our partnership with Community of Purpose enables us to support initiatives like the Bristol Young Heroes Awards and the Break Free Programme, giving young people opportunities to thrive.

Join us at Lancer Scott, where your work helps strengthen communities.