Contract Support Specialist

2 weeks ago

London, Greater London, United Kingdom BGIS Full time

About BGIS

BGIS is a leading provider of innovative facilities management solutions, dedicated to delivering exceptional support services to our clients. We are establishing a new shared service function in Milton Keynes, initially to support a significant contract win and subsequently expanding across our existing customer base. This initiative aims to become a key differentiator in the market, offering unparalleled career progression and personal growth opportunities for ambitious professionals.

Job Summary

We are seeking an experienced and detail-oriented Contract Support Specialist to oversee our helpdesk operations and manage the efficient execution of maintenance work. The ideal candidate will ensure client satisfaction by maintaining response and completion Service Level Agreements (SLAs), obtaining quotes, processing purchase orders, and ensuring accurate job closure documentation.

Key Responsibilities

  • Helpdesk Management: Supervise and support the helpdesk team to ensure efficient handling of client inquiries and issues. This includes covering breaks, holidays, and absences.
  • Work Dispatch Coordination: Coordinate the dispatch of work to subcontractors and in-house maintenance engineers, ensuring timely response and completion.
  • SLA Compliance: Monitor and ensure adherence to all response and completion Service Level Agreements (SLAs), maintaining accuracy and compliance.
  • Quote Management: Obtain quotes for necessary work, submit them for client approvals, and follow up as required.
  • Purchase Order Processing: Raise and amend purchase orders as needed, adhering to all financial and procedural guidelines.
  • Job Closure: Ensure jobs are closed with the appropriate documentation, maintaining accurate and comprehensive records.
  • Reporting and Documentation: Maintain detailed records of all activities, providing regular reports on work status, SLA compliance, and any issues or delays.
  • Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and service quality.
  • Client Communication: Serve as the primary point of contact for clients regarding contract support issues, ensuring clear and effective communication.

Qualifications

  • Education: High school diploma or equivalent required; associate or bachelor's degree in Facilities Management, Business Administration, or a related field preferred.
  • Experience: Proven experience in a facilities management, contract support, or helpdesk supervisory role is essential.
  • Technical Skills: Proficiency in facilities management software, MS Office Suite, and a basic understanding of building systems and maintenance procedures.
  • Soft Skills: Excellent verbal and written communication skills, strong organizational and problem-solving abilities, and a customer-centric approach.
  • Certifications: Relevant certifications such as Facilities Management Professional (FMP) or similar are highly valued.

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