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Contract Administrator
2 months ago
About the Role
Nexgen Group is seeking a highly skilled Contract Administrator to join our team. As a key member of our facilities management team, you will be responsible for providing exceptional client service and ensuring the smooth delivery of our services.
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.
- Manage relationships with sub-contractors to ensure delivery of services in accordance with client requirements and Nexgen Group's expectations for quality, cost, and time.
- Liaise with sub-contractors, clients, and residents to arrange the delivery of sub-contracted works, including organizing access and checking parking restrictions.
- 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, ensuring 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.
- Update the CRM platform and Management Information Systems to ensure all data, assets, and associated records are up-to-date, and relevant dashboard and reports are operating and accurate.
- Prepare weekly and monthly KPI and SLA performance reports for internal and client stakeholders, and continually review statistics 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).
- Commitment to quality and excellence through evidence of continuing professional development.
