Lead Contract Support Job ID 220396 Posted 22-May-2025 Service line GWS Segment Role type Full-time Areas of Interest Accounting/Finance, Administrative Location(s) Brighton - England - United Kingdom of Great Britain and Northern Ireland CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting for a Lead Contract Support to join our team in Brighton on a permanent basis. This is a great opportunity for an experienced and enthusiastic candidate to join a global account team. Job Purpose The main feature of this role will be to provide leadership and supervision to a team of contract support coordinators to enable them to provide exceptional customer service and business support in order to contribute to the continued growth and success of the contract. Understanding, anticipating and delivering to customer needs, achieving results within quality and time constraints. Key Responsibilities - Supervise a team of contract support coordinators - Induction and training of the contract support team - Carry out appraisals and PDPs for team members - Recruitment of team members - Providing support to the client and answer calls and emails in a professional and timely manner - Determine the nature, priority of faults based on information provided by the client - Liaise closely with site teams and head office, ensuring accurate processing of quotations and purchase orders - Co-ordinate with FM Operations, WPS and Engineering Service teams to deliver service excellence in line with contractual obligations - Managing the supply chain and drive them to attend within required SLA's - Driving the engineering team to attend to all callouts within required SLA's - To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance to the contract scope and not outside of this - Raise and assign work orders to relevant resources - Conduct monthly self-assessment audits in support of quarterly contract performance requirements - Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations - Promote and maintain CBRE culture throughout teams - Monitoring calls received from the customer through to call completion and updating records - Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA's. - Ensure QHSE documentation is maintained and readily available using company systems - Act as a part of site Emergency team i.e. Fire Marshall / First Aider as required for emergency control activities - Manage system as a key user on site including PPM records, reactives and reporting - Promote and maintain company culture throughout the team - Maintain people records such as new starters, leavers, general staff changes, contact details, etc - Raise Purchase Orders for goods or services as required, in compliance of business controls at all times - Approve invoices; goods received notes and statements for payment purposes - Effective communication with all levels of internal teams and external customers - Familiar with daily operations and the specific scope of the contract - Undertake any other duties as requested by the Facilities Manager or General Manager - Experience, Knowledge, Skills and Abilities Education - Good basic education to GCSE (or equivalent standard), which will include an English and Maths qualification. - Education to A-Level/HNC standard would be beneficial Training - Very proficient in the use of Outlook, Word, Excel, Access and - PowerPoint. Excel skills to include basic functions, v-lookups, etc. - Experience of using Dynamics, Concept, Maximo. Experience - Experience of a similar customer facing role in a large corporate office space - Well-developed communication skills enabling the individual to work with Senior Managers, clients, - suppliers, and staff of all levels and abilities. - Strong PC skills About CBRE: As one of CBRE's core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building. Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings. CBRE Group, Inc. is the world's largest commercial real estate services and investment firm, with 2019 revenues of $23.9 billion and more than 100,000 employees (excluding affiliate offices). CBRE has been included on the Fortune 500 since 2008, ranking 128 in 2020. It also has been voted the industry's top brand by the Lipsey Company for 19 consecutive years, and has been named one of Fortune's "Most Admired Companies" for eight years in a row, including being ranked number one in the real estate sector in 2020, for the second consecutive year. Its shares trade on the New York Stock Exchange under the symbol "CBRE." Application Process: Your application will be reviewed by our Talent Resourcing Team and you will be contacted if you have been successful in being short listed for the role. Taking into consideration the costs of sponsorship, the nature of the role and the financial resources of the account in question, we are unable to offer sponsorship for this role. No agencies please. Please note: the job title shown above may be different to local job titles used in our business and issued on any contract of employment. GWSEMEA CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)