The Contract Services Administrator plays a vital role in delivering a seamless, professional experience to all Mitie Fire & Security customers, acting as a key point of contact for both existing accounts and new contract sales. This position sits at the heart of contract administration and customer support, ensuring that every interaction reflects a strong commitment to quality, accuracy, and service excellence while supporting both internal and external stakeholders.
Working closely with the Administration Supervisor, the role supports the full lifecycle of contracts, including new business, mobilisation, and renewals. As a key user of the core operating system, Cash4Windows, you will ensure customer records, service level agreements (SLAs), and contract data are accurately maintained to enable effective scheduling, engineering, and finance operations. You will help ensure full process compliance across all new contract sales and mobilisation activities, providing the administrative backbone that allows teams to operate efficiently and deliver on customer expectations.
Day to day, you will provide outstanding administrative and customer support, managing interactions, resolving routine queries, and prioritising your workload to meet changing business demands. With a proactive mindset, strong organisational skills, and confident communication, you will build positive, professional relationships that contribute to customer satisfaction and retention. You will also assist with data analysis, reporting, and identifying opportunities to improve processes and workflows, supporting continuous improvement and ensuring that services remain aligned with the Customer Charter and wider business objectives.
Main Duties
* Manage client communications relating to contract renewals, ensuring timely follow-ups and accurate updates to contract data within internal systems.
* Support the smooth, professional handling of the contract lifecycle from initiation through to completion, contributing directly to customer retention.
* Maintain clear, consistent documentation to ensure transparency and process compliance throughout all contract activities.
* Assist with contract costing by gathering information, obtaining internal quotes, and ensuring pricing data is recorded and shared accurately.
* Establish and implement new contract sales processes under the direction of the Administration Supervisor.
* Support mobilisation and demobilisation activities, working closely with Account Managers to meet customer expectations and internal SLAs, including adherence to the 15th monthly cut-off for future PPMs.
* Prepare, validate, and manage mobilisation and data change upload sheets with a high level of accuracy.
* Identify and resolve data issues following mobilisation, system changes, or integrations.
* Accurately process cancellations relating to contracts, sites, systems, calls, and customer records in a timely manner.
* Support the full data import process from extraction through to final upload, reducing manual intervention and minimising errors.
* Align customer schedules and update purchase/work orders within internal systems to ensure accurate reconciliation between customer and internal records.
* Maintain precise, up-to-date system records, clearly outlining next steps and timelines to support effective service delivery.
* Review, analyse, and respond to customer enquiries within agreed SLAs.
* Manage shared inbox communications and ensure calls are answered promptly to maintain a professional customer experience.
* Liaise with internal teams to ensure customer requirements are met and work is completed within SLA.
* Investigate and resolve invoice disputes, queries, and complaints, identifying root causes and supporting effective resolutions.
* Take a proactive approach to managing workload to ensure a smooth and positive customer journey.
* Produce routine reports and assist with data analysis to support team and business decision-making
* Maintain high-quality documentation to ensure processes remain consistent and transparent.
* Identify process flow issues, potential risks, and opportunities to streamline renewals, new contracts, renegotiations, and retention activities.
* Support the Administration Supervisor in driving continuous improvement across contract and customer management processes.
Person Specification
* Demonstrates excellent written and verbal communication skills, with the confidence to engage effectively at all levels.
* Builds positive, professional relationships with customers and colleagues through a calm, outgoing, and respectful approach.
* Able to deliver a high standard of customer service while operating within defined contract terms, processes, SLAs, and KPI
* A strong team player who can also work autonomously in support of engineering teams and customer enquiries.
* Professional, collaborative, and supportive in approach, helping to create a harmonious working environment.
* Brings enthusiasm and a customer-focused mindset within a growing, fast-paced environment.
* Highly self-motivated with strong organisational skills and the ability to manage time, workload, and priorities effectively.
* Demonstrates a high level of attention to detail, ensuring accuracy and quality across all aspects of work.
* Commercially aware and experienced in working within a contract-driven environment.Competent in Microsoft Office applications, preferably at an intermediate level.
* Familiar with CASH for Windows, or an equivalent contract management system.
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