JOB TITLE: Contract Administrator (12 Months Maternity Cover)
DEPARTMENT: Domestic Repairs Department
LOCATION: 3 Old Barn Lane, Kenley, Surrey, CR8 5AT
REPORTING TO: Domestic Service Manager
HOURS: Monday – Friday, 8am – 5pm
BSW Heating Limited is a domestic and commercial heating servicing, maintenance, and installation company. We provide a professional, high-quality service across the Southeast. Our teams manage domestic and commercial installation projects, as well as repair and maintenance contracts for a range of clients including housing associations, local authorities, education providers and hospitals.
OVERALL PURPOSE
Our Contract Administration team are the first point of contact for our clients and are responsible for managing all active repairs until the point of completion. The Contract administrators ensure all repairs are completed within the client's timescale within the contract and work alongside other internal teams to support the contracts being ran efficiently.
JOB OVERVIEW
To act as the single point of responsibility for managing all active jobs that relate to the Client(s) under their control, ensuring that repairs are completed within the timelines dictated by each Client's Service Level Agreement. To work in conjunction with Senior Management and other internal teams to ensure that the Client's wider needs are met and that the contract is run in an efficient manner.
PERSON SPECIFICATION
Previous experience within the heating or responsive maintenance industry desirable. You will have good communication skills, be highly self-motivated, and able to demonstrate excellent customer service. The role requires a positive attitude and an ability to thrive in a fast paced, pressurised environment. We will look to you to lead by example and influence others across the business.
KEY RESPONSIBILITIES:
· Single point of contact for our client
· Take ownership for all work in progress, overseeing and moving incomplete work through to completion.
· Manage the process of booking Supervisors to deal with escalated repairs and reactive surveys
· Constant communication with engineers to highlight important jobs
· Administration of the VOID orders and associated repair work
· Obtain authorisation from clients for any chargeable work
· Rescheduling work in the relevant diaries due to unforeseen circumstances
· Administration of Client/ Consultant corrective action portals
· Ensure availability on the phone to assist with engineer parking
· Managing follow-on repair work after the annual service has been attended
· Complaints, triage and response to Customer Experience as required
· First point of contact for external contractors that are completing repair work
· Logging Warranty calls for systems that are in the manufactures warranty guideline
KEY ATTRIBUTES:
· Good verbal and written communication are essential
· Highly self-motivated and enthusiastic, with excellent customer service skills
· The ability to work under pressure within a fast-paced and emotive environment
· Positive attitude to change by demonstrating flexibility and adaptability
· The ability to lead by example with continuous improvement
· The ability to influence others to achieve results and foster greater cohesion amongst teams
BSW is an Equal Opportunities Employer
Job Types: Full-time, Temporary, Fixed term contract
Contract length: 12 months
Pay: Up to £25,396.80 per year
Benefits:
* Bereavement leave
* Company pension
* Free parking
* On-site parking
* Referral programme
Ability to commute/relocate:
* London CR8 5AT: reliably commute or plan to relocate before starting work (required)
Experience:
* Administrative: 1 year (preferred)
Work Location: In person