This role involves coordinating and managing customer service requests and acting as first line support for clients via telephone, email and online portals.
The Contract Administrator will ensure that queries are responded to in a timely manner, as well as providing great customer service to our clients.
The Contract Administrator is also a key contact for engineers to assist in queries and resolve issues that may arise in a friendly and professional manner.
Key Responsibilities Include
(but not limited to):
• Initial handling and logging of various client requests via telephone, email or online portals
• Answering the phone in a timely manner and directing calls / taking messages accordingly
• Liaise with and provide feedback to customers on the progress of jobs
• Liaise with external contractors
• Generating jobs on the Corrigenda CAFM system
• Relaying instructions to engineers and collating details of works in progress
• Processing and inputting worksheet information correctly onto our system
• Liaise with contract managers and engineers to ensure effective communication
• To contribute to implementing new working methods and actively participate in continuous improvement
• Updating client portals
• Raise and issue purchase orders for materials and subcontractors
• Assist with arranging site access & appointment bookings with clients
• Other general administrative duties
• Assist with other work activities when required and provide team cover during holidays/sickness
Knowledge, Experience and Skills:
• Previous experience working in a front-line customer advisor / helpdesk role
• Previous experience dealing with customer queries
• Excellent written and verbal communication skills
• Ability to achieve high levels of customer satisfaction
• Ability to work as part of a small team to become a ‘Team Player’ whilst demonstrating initiative and ability to work independently
• Attention to detail
• IT Literate with strong Microsoft Word, Excel skills and knowledge
• A minimum of C/4 grade in English and Math (or equivalent)
Desirable
• Previous experience working in a facilities role
• Experience in using client data bases for call handling and task logging
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