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Operations Contract Support Specialist

1 month ago

High Wycombe, Buckinghamshire, United Kingdom BGIS Full time

About BGIS

At BGIS, we are committed to delivering best-in-class support services to our clients. Our innovative approach to facilities management has earned us a reputation as a leader in the industry.

Job Summary

We are seeking an experienced and detail-oriented Customer Operations Coordinator to oversee our helpdesk operations and manage the dispatch to completion of work for both subcontractors and self-delivery maintenance engineers.

Key Responsibilities

  • Oversee Helpdesk Operations: Supervise and support the helpdesk to ensure efficient handling of client inquiries and issues.
  • Manage Work Dispatch: Coordinate the dispatch of work to subcontractors and self-delivery maintenance engineers, ensuring timely response and completion.
  • Ensure SLA Compliance: Monitor and ensure that all response and completion Service Level Agreements (SLAs) are accurate and adhered to.
  • Quote Management: Obtain quotes for necessary work, send them for client approvals, and follow up as needed.
  • Purchase Orders: Raise and amend purchase orders as required, ensuring all financial and procedural guidelines are followed.
  • Job Closure: Ensure jobs are closed with the appropriate evidence, 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 main point of contact for clients regarding contract support issues, ensuring clear and effective communication.

Requirements

  • 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 required.
  • 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 a plus.

About Us

At BGIS, we believe that diversity and inclusion is a key business driver, and we are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds.