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Contract Support Specialist

2 months ago

Derby, United Kingdom Invictus Group Full time
Job Description

**Job Title:** Contract Support Specialist

**Job Summary:** We are seeking a highly skilled Contract Support Specialist to join our team at Invictus Group. The successful candidate will be responsible for providing exceptional customer service and business support to contribute to the continued growth and success of our Business Unit.

**Key Responsibilities:**

  • Provide support to clients and respond to their inquiries in a professional and timely manner.
  • Determine the nature and priority of faults based on information provided by clients.
  • Liaise closely with site teams and head office to ensure accurate processing of quotations and purchase orders.
  • Manage the supply chain and drive suppliers to attend within required Service Level Agreements (SLAs).
  • Drive the engineering team to attend to all callouts within required SLAs.
  • Obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance with the contract scope and not outside of this.
  • Raise and assign work orders to relevant resources.
  • Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations.
  • Monitor calls received from clients through to call completion and update records.
  • Allocate internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLAs.
  • Ensure Quality, Health, Safety, and Environment (QHSE) documentation is maintained and readily available using company systems.
  • Manage system as a key user on site, including Predictive Maintenance (PPM) records, reactive and reporting.
  • Promote and maintain company culture throughout the team.
  • Maintain people records such as new starters, leavers, general staff changes, contact details, etc.
  • Effective communication with all levels of internal teams and external customers.
  • Familiar with daily operations and the specific scope of the contract.
  • Undertake any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager.

**Person Specification:**

  • Very proficient in the use of Microsoft Office applications, including Outlook, Word, Excel, Access, and PowerPoint.
  • Experience of a similar customer-facing role in a medium-sized business.
  • Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities.
  • Excellent command of the English language demonstrated through good verbal and written communication.
  • Must be detail-conscious, accurate, and methodical in approach.
  • Strong organizational and communication skills.
  • Able to work systematically and use own initiative.
  • Able to work on more than one task at any given time.
  • Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently.
  • Must demonstrate a powerful sense of customer focus and promote a sense of team spirit and good morale within the office.
  • Reliable, able to complete work within required time frames, and manage own deadline requirements.
  • Calm manner able to work under pressure and against rapidly changing demands and priorities.
  • Able to work as part of a multi-disciplinary team, providing support to other areas of the business on occasions, as required.