Contract Administrator

1 week ago

West Byfleet, Surrey, United Kingdom Nexgen Group Full time
{"About the Role": "We are seeking a skilled Contract Administrator to join our team at Nexgen Group. As a key member of our facilities management team, you will be responsible for delivering exceptional client service and ensuring the smooth operation of our services across 90,000 residential properties nationwide.", "Key Responsibilities": "
  • Act as the primary point of contact for client service enquiries and work requests, including bulk waste collections, ad hoc work, and sub-contracted work.
  • Manage inbound client communications, categorizing and logging enquiries using our CRM software package, and work with Operations Managers and Supervisors to ensure timely resolution of client issues.
  • Ensure client satisfaction with the handling of service-related issues, including managing client complaints, escalating issues to Client Account management and Operations management.
  • Liaise with sub-contractors to ensure delivery of services in accordance with client requirements and Just Ask expectations for quality, cost, and time.
  • Work with Finance to ensure revenue from ad hoc works is tracked effectively and billed in a timely manner.
  • Manage data flow to/from client portals as required and ensure data within client portals is managed in accordance with contractual requirements and client expectations.
  • Brief Operations Managers and other internal stakeholders on key issues such as complaints, escalations, and positive client feedback as required.
  • Update the CRM platform and Management Information Systems to ensure all data, assets, and associated records are updated, and all relevant dashboard and reports are operating and accurate.
  • Prepare weekly and monthly KPI and SLA performance reports for internal and client stakeholders as required and continually review statistics and act accordingly to improve operational performance and mitigate risk.
", "Requirements": "
  • Experience working in a customer helpdesk or call centre environment.
  • Experience using CRM software, particularly case and workflow management.
  • Excellent communication skills, both verbal and written.
  • Experience managing suppliers and other third-party relationships.
  • High level of computer literacy, particularly Microsoft operating system and software packages (MS Word, Excel, and PowerPoint).
  • Committed to quality and excellence through evidence of continuing professional development.
", "What We Offer": "We offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package.", "Contact Information": "For more information, please contact our HR department.", "Note": "Nexgen Group is an equal opportunities employer.", "Disclaimer": "The information provided is accurate to the best of our knowledge and is subject to change.", "Copyright": "Nexgen Group 2023"}

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