Contract Support

5 months ago

Swindon, United Kingdom CBRE Full time

Collaborating within The FM team, the role aims to embody and deliver our great experience with energy, passion and presence to all guests. Reporting into the Contract Manager this vital fluid position sets the tone of the flow of the user experience within the building. The position is very customer facing and involves daily interaction with customers, employees and suppliers. A high degree of expertise in communication and customer focus is required to ensure a professional and efficient support function.

**Vision**
- A friendly and warm welcome providing all a personalised touch
- Delivery of an excellent customer journey that embodies effective working
- Leaders in the introduction of new technology actively providing support and help to users
- A dedicated team who provides solutions to all building user issues
- Prioritising proactivity whilst also acting in a responsive way to all issues.
- A team who understands what it is to be Three, living Threes values (We focus on customer, go beyond the expected, Work as one team, take responsibility and appreciate one another)

**Key Responsibilities**
- Responsible and accountability for all TFM services (Hard and Soft Services), including operational service delivery, people management and compliance
- Direct management and engagement of preferred/approved supply chain
- Drive a culture of first-class customer service and ensure effective relationships are harnessed with key Client contacts
- Ensure appropriate control measures are in place, such as audits and inspections, to ensure statutory, policy, and contractual commitments are met
- Provide leadership and guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment and recognition/reward
- Deliver effective business communication through advice, review, leadership and direct contribution to management and team meetings, briefings, correspondence, monthly and ad-hoc reporting, as appropriate
- Drive innovation and best practice, using knowledge, industry experience and advances in technology, making recommendations to the management team where appropriate.
- Provides support to build a workspace community that ensures their voice is always heard and actioned.
- Work with other operational managers to ensure the collaborative development of the business, effective teamworking, and provide support to colleagues
- Key focus on Egencia and Kellys storage with development of reporting and key stats on a monthly basis
- Be responsible for all sub-contracted services and ensure all services provided are resourced and maintained to a high standard and within the client’s guidelines
- Monitor services and suppliers and ensure that the required standards are maintained ensuring SLA’s & KPI’s are achieved for both planned and reactive tasks. Consider reasonable zero cost changes to improve delivery and spend. Review meetings to be planned as per contract scope.
- Ensuring compliance with health and safety legislation including preparation of regular H&S reviews and follow up implementation of agreed action arising. Ownership and regular review of eLogbook's and compliance folders
- Review policies and procedures and schedule programme to implement as required to ensure compliance from FM operations and service providers across the sites
- Complete reporting on a regular basis
- Organise reactive and fabric maintenance in a timely and cost-effective manner. Utilise
- Inspect the site on a planned and ad-hoc basis to ensure the client’s needs are being met, and to appraise the performance of the team.
- Oversight and support in relation to minor Projects and moves/relocations
- Support weekly and monthly team meetings
- Act upon reasonable requests and instructions from Contract Manager and Client.
- Completion of yearly reviews for all team members ensuring development and improvement are key to each individual
- Act as fire marshal for floor ensuring safe evacuation
- Ensure the teams training is up to date
- Carry out training of team of all H&S, technology and customer service skills identifying areas for improvement or learning to help develop a strong progressive team
- Complete monthly reviews of supplier
- To form part of OOH escalation call plan.

**Salary**: From £26,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Referral programme

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: CS - SWI

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