Flowrite Services Limited
Job Title: Contract Administrator
Company Overview:
Flowrite is the UK’s leading National Air Conditioning & Refrigeration Company specialising in reactive repair, maintenance and installations within the Leisure & Hospitality, Retail, Commercial and Public sectors. Working closely with the PPM Administrators, Parts Team, Operations Management and Customers, the Contract Administrators will be responsible for day to day operations, scheduling of works for our engineering team and the first point of contact for our customers.
Key Responsibilities:
Working closely with Operations Management & our Customers ensuring the following responsibilities are carried out in a timely fashion, have a full understanding of works associated with the Customer and their contracts, and take ownership of all works from an administration point of view, including but not limited to:
* Acting as first line of contact for Customers, to provide outstanding Customer Service at all times and answer all incoming calls and emails professionally
* Dealing with day to day enquiries from Customers, Operations Managers, Engineers and External Contractors
* Raising work orders for all customer call outs and associated tasks
* Liaising with customers in regards to progress of open tasks (engineer attendance, call outs, parts delivery etc)
* Scheduling all engineering calls and quoted works, assigning engineering resource to task ensuring SLA of task is achieved
* Calling customer sites to book all attendances and triage calls to prevent wasted visits and achieve phone fix where possible
* Applying for all appropriate permits/hire of equipment to ensure completion of tasks
* Working together with the Contract Administration team to monitor engineer work schedule daily, ensuring workloads and routes are planned for maximum efficiency for cost-effectiveness and Customer KPI requirements
* Ensuring engineer schedule is kept up to date with holiday, appointments and engineer sickness
* Produce daily, weekly and monthly customer open call reports, highlighting any issues to the Contract Administration Supervisor
* Chase supply chain on all open tasks to ensure all jobs are updated in a timely manner, escalating to the Contract Administration Supervisor when required
* Monitor and update all relevant customer portals daily
* Monitor Customer inboxes and ensure incoming emails are actioned within a timely manner
* Check on SLA failures daily for improvement and provide/check mitigation for failed tasks for review by Operations Management
* Ensure complaints/escalations are actioned immediately & communication is provided back to the reporter in a timely fashion
* Maintain a strong commercial focus and ensure all tasks remain financially profitable
* Highlight any issues or solutions to Contract Administration Supervisor and Contracts & Service Manager where necessary
* Ensure remote monitoring system is being utilised and actioned daily and any concerns highlighted to Contract Administration Supervisor
* Carry out handover to/from OOH team
* Develop and maintain productive relationships with customers
* Attend customer meetings on request
* Ensure positive /helpful ethos exists in team and office.
* Undertake any other duties as requested by the business
Details:
* Fully office-based role
* 23 days annual leave plus bank holidays, increasing with length of service up to 26 days
* Healthcare cover and access to retail discounts
* Life Assurance
Experience Needed:
Working within a busy office environment
Working in a fast paced Customer Service role
Experience within engineering/FM/contractor business in a similar role
Experience with scheduling of workloads and route planning for multiple resources
Managing Customer KPI/SLA agreements