Hours: 40 hours per week (8am – 5pm)

Reports to: Account Manager

Salary: £28k

________________________________________

Role Overview

The Contract Support will provide comprehensive administrative and operational support to ensure the smooth delivery of services across multiple client sites. This role combines administrative accuracy with proactive operational coordination, supporting managers, service teams, subcontractors, and clients. The position requires excellent organisational skills, strong communication, and the ability to oversee processes from scheduling to compliance.

________________________________________

Key Responsibilities

• Administration & Reporting

o Manage service department administration including report preparation, electronic uploads, and document organisation.

o Assist with quotations, purchase orders, and cost tracking.

o Support managers with weekly, monthly, and ad-hoc reporting, including helpdesk stats and trend analysis.

o Maintain accurate records in CAFM/job management software and close down completed jobs with associated paperwork.

• Job & Task Coordination

o Input, track, and monitor reactive and planned jobs in CAFM/job management systems.

o Allocate tasks to engineers and subcontractors, ensuring timely completion.

o Follow up on outstanding works, inspections, remedial actions, and paperwork.

o Support scheduling and ensure subcontractor PPMs are booked on time.

• Client & Team Liaison

o Act as a point of contact for client queries via email, phone, or meetings.

o Liaise with service teams, procurement, subcontractors, and engineers to ensure smooth operations.

o Escalate issues to Account Managers where required.

• Compliance & Quality Assurance

o Scan, review, and maintain compliance documentation.

o Assess completeness of subcontractor paperwork, RAMS, and certificates.

o Monitor upcoming inspections and coordinate dates with clients and contractors.

o Drive continuous improvement by identifying process gaps and suggesting enhancements.

________________________________________

Role Objectives

• KPI’s & SLA’s: Ensure that all contracted services within the Business Unit are delivered in accordance with all contract specific service level agreements (SLA’s) and key performance indicators (KPI’s) as guided by the Account Manager.

• Ensuring compliance: Adhering to all statutory, client, and company policies and procedures relevant to the contract deliverables, including QSHE processes.

• Service delivery: Delivering exceptional standards of service and customer care to clients.

• Revenue generation: Supporting income generation to achieve or exceed agreed financial performance targets.

These objectives are essential for ensuring the successful delivery of FM services and maintaining high standards of service excellence.

________________________________________

Essential Skills

• Proven administrative experience in a helpdesk, contract support or facilities background.

• Experience in overseeing or coordinating contractors/engineers.

• Strong IT proficiency including Microsoft Office and CAFM/job management systems.

• Excellent organisational skills with a methodical approach to tasks.

• Strong communication skills (written and verbal) with a professional telephone/email manner.

• Ability to work independently, manage multiple tasks, and collaborate effectively across teams.

• High attention to detail and accuracy in all aspects of work.

• Self-motivated, adaptable, and proactive in problem-solving.