Location: Office-based in Sevenoaks (occasional travel to contracts in London)
Salary: £33,000 – £38,000 (basic)
Hours: 40 hours/week | Monday–Friday, 8:00 AM – 5:00 PM
Holiday: 22 days plus bank holidays (rising to 25 days after 3 years of service)
Role Overview
We are seeking a proactive and detail-oriented Contract Support to join our growing team. You will be responsible for managing all aspects of service contracts and client relationships across our group portfolio. From scheduling maintenance visits to coordinating urgent repairs and ensuring high-quality client communication, your role is critical in delivering exceptional service experiences.
Working closely with engineers, technical managers, and the wider operations team, you will act as the central point of contact for clients—ensuring all service activities are executed with accuracy, efficiency, and a strong customer-first mindset.
Key Responsibilities
Schedule all PPM (Planned Preventive Maintenance) visits in line with contractual obligations.
Triage and assign incoming jobs based on urgency and SLA requirements.
Respond to call-outs and coordinate timely engineer attendance.
Oversee the full repair process: parts ordering, supplier coordination, and engineer allocation.
Issue Risk Assessments and Method Statements (RAMS) and ensure timely submission to clients.
Conduct quality control checks on engineer reports and submit them to clients by 10 AM the following day.
Maintain professional and responsive communication with clients, particularly for urgent jobs.
Act as the internal advocate for the client, ensuring technical queries are promptly addressed.
Track quotes and chase updates from technical managers to ensure timely responses.
Ensure accurate and prompt invoice processing.
Confirm client approval on scheduling to avoid last-minute changes.
Maintain detailed records and update the Field Service Management (FSM) system regularly.
Required Skills & Qualifications
Experience & Education:
Previous experience in a client support, helpdesk, or scheduling role (preferred)
Background in field service, facilities, or contract-based environments is beneficial
Technical Skills:
Working knowledge of field service management systems (Joblogic, simPRO, etc. preferred)
Ability to issue RAMS documents; IOSH training is advantageous
Soft Skills:
Excellent customer service and communication skills
High attention to detail with strong organisational ability
Effective time management and ability to prioritise under pressure
Proactive, solutions-focused, and ownership-driven mindset
Collaborative team player
Preferred Qualifications
Experience using FSM tools like Joblogic, simPRO, or similar platforms