The Contract Support Administrator will be the first point of contact to our external and internal clients, supporting the business in processing new and existing work orders via our internal system. Playing a key role within the Service Delivery Team to ensure we provide world class client service. This role requires great attention to detail, the ability to work within a fast-paced environment along with excellent communication skills.
Key responsibilities
* To build strong relationships with external and internal clients, delivering an exceptional client experience.
* Confident, clear and professional communication skills, telephone and written.
* To be the first point of contact for clients and engineers that are contacting the Service Delivery Team by phone or email.
* Ensure all work orders are recorded accurately, allocated and processed in line with the process via our internal CAFM system and client portals. Ensuring all information remains current.
* Responding to enquires from our Clients, Account Managers and Engineers within set timescales.
* To be actively progressing your personal development through regular 1:1's with your Team Leader, creating and completing personal and business objectives.
* To ensure all client and engineer conversations, documentation and transactions meet with business process regulatory requirements, company compliance standards and company associated guidelines.
* Ad hoc duties assigned by your Team Leader or Head of Service Delivery.
* Responsible for specific workflow status within our CAFM system.
* Ensure work orders are processed meeting client SLAs, KPIs and internal process.
* Communicating and building strong relationships with our engineers and suppliers to obtain detailed updates to provide to our clients, ensuring works are carried out and completed within contractual SLAs.
* Maintain diary management and ensure that all tasks set by Team Leader and Head of Service Delivery are completed within the correct timeframe.
* Meeting all client requirements set by Account Managers and Head of Service Delivery.
* Clear communication within the team to encourage a collaborative environment.
* Achieving/Exceeding all targets and objectives set by the Head of Service Delivery.
Client Specific Responsibilities
You will be held accountable and responsible for making sure the information on each work order within Lancer Scott CAFM system EPIX & Client portal always remains current and up to date. Recording all information in relation to the works order. As an Administrator you are held accountable for the following task and KPIs set:
* Mailbox management
* Received via import
* Raising Purchase orders Process
* Sub - Contractor management & Sub Contractor purchase orders
* Issued status
* Awaiting client instruction
* Achieving KPIs 80% open work orders within FSLA
* Call stats
* Ad Hoc tasks/projects
* Cross Trained
Targets and Objectives
* Managing and monitoring mailbox throughout the day. Start of shift (8am) highlighting emergency call outs for team members to action, reviewing OOHs reports, Creating work orders following FME's pulse visits that require same day completionMailbox to be cleared by 4:30pm everyday all emails received are to be actioned the same day.
* Ensure all works orders that are raised into received via import are accepted within 15-minute timescale and all fields are populated with the correct information.
* Ensure all POs are raised correctly within a 15-minute timescale No purchase orders should be input into the CAFM system at a zero value.
* Managing all works sent to a sub-contractor, raising purchase orders at the correct mandate level. Obtaining weekly updates/ ETAs transferring all information to both Lancer Scott CAFM system and Client portal. Building relationships with dedicated sub-contractors is key to ensuring Lancer Scott is provided with the correct updates & paperwork in a timely manner.
* Issued status to be reviewed daily, monitoring all works assigned to a sub-contractor and ensuring works are attended and completed within FSLA & timescales provided (ETAs), Passed ETAs are to be reviewed & rescheduled if required. Cross checking statuses between the client portal and Lancer Scott CAFM and adding detailed notes on both systems.
* Awaiting client instruction reviewed daily to ensure works are progressing through to completion. Notes added to Lancer Scott CAFM system which actions taken and client portal updated with actions taken.
* KPIs consistently achieving targets set by Head of Service delivery - 80% of open work orders within the FSLA .
* Call stats All calls are to be answered within 7 seconds, handling 300 incoming calls per month.
* Ad hoc tasks/ projects set by Team Leader / Head of service delivery Temp heating, HVAC, P1 data review
* Crossed trained on all areas of the contracts. Providing cover e.g. lunch, annual leave & absence.
To be the first point of contact to our external and internal clients, supporting the business in processing new and existing work orders via our internal system. Playing a key role within the Service Delivery Team to ensure we provide world class client service to our stake holders adhering to all contractual KPIs & SLA. This role requires great attention to detail, the ability to work within a fast-paced environment along with excellent communication skills.
About Us
Established in 1998 Lancer Scott offers renowned high-quality construction projects and facilities management services. Based in the heart of Bristol we have enjoyed success and significant growth, particularly in the last 4 years with turnover increasing from £56 million in 2020 to a projected £100 million in 2024.
Enjoying year on year growth, we're a South West success story. We have, as part of our growth strategy, had to evolve and as such have initiated reorganisation to ensure we continue to deliver the renowned high-quality construction projects and facilities management services that our clients have come to expect.
Building Communities at Lancer Scott
At Lancer Scott, we're committed to giving back through hands-on support, funding, and partnerships that create lasting impact. We've helped deliver projects like East Street Mews, providing housing for young homeless people, and revitalised community spaces such as the East Looe Hub and a Scouts hut in Gloucestershire. Our partnership with Community of Purpose enables us to support initiatives like the Bristol Young Heroes Awards and the Break Free Programme, giving young people opportunities to thrive.
Join us at Lancer Scott, where your work helps strengthen communities.