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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. The ideal candidate will ensure that our clients are communicated to and happy by maintaining response and completion SLAs, quotes are obtained and sent for approvals, purchase orders are raised and amended, and jobs are closed with the appropriate evidence.

Key Responsibilities

  • Oversee Helpdesk Operations: Supervise and support the helpdesk to ensure efficient handling of client inquiries and issues. Covering for breaks and holiday and sickness.
  • 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.

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 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.

Personal Attributes

  • Leadership: Strong leadership skills with the ability to supervise and motivate a team effectively.
  • Attention to Detail: Meticulous attention to detail with a focus on accuracy and compliance.
  • Problem Solver: Proactive approach to identifying and resolving issues.
  • Positive Attitude: A happy, positive, and can-do character with a desire to help people and solve their problems.
  • Team Player: Ability to work effectively in a collaborative, team-oriented environment.
  • Adaptability: Willingness to adapt to changing priorities and handle multiple tasks simultaneously.

At BGIS, we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success