Purpose of the role We're looking for a highly organised, responsible professional to take ownership of the administrative backbone of our maintenance operations. As the Customer Contracts Lead, you'll manage the coordination and compliance of planned and reactive maintenance activities across client contracts, ensuring the smooth running of jobs from scheduling through to completion. You’ll play a critical role in maintaining contract SLAs, working with our engineers, subcontractors, and delivering exceptional customer service. This role is perfect for someone who takes pride in being proactive, dependable, and detail-oriented. Key Responsibilities Contract & Job Administration Lead scheduling and coordination of all planned and reactive maintenance activities. Maintain oversight of contract SLAs, ensuring deadlines, documentation, and compliance requirements are met. Track key milestones (e.g. POs, documentation, retention releases) and escalate delays proactively. Subcontractor Management Source and coordinate suitable subcontractors for specialist jobs. Ensure subcontractors have the correct RAMS, competencies, and job documentation. Maintain up-to-date records for audit and compliance. Client Relationship & Communication Act as the central point of contact for clients regarding scheduling, job status, and issue resolution. Maintain client portals (e.g. Mitie, NWR) with accurate, timely updates and compliance uploads. Ensure clients are informed of access requirements, schedule changes, and job outcomes. Engineer Support & Resource Allocation Allocate jobs based on engineer availability, skills, and geography. Issue job packs and provide engineers with real-time updates on changes or access requirements. Capture engineer feedback and follow up on quotes or remedial work. Compliance & Reporting Ensure all documentation (RAMS, job sheets, WPPs) is collected and uploaded appropriately. Keep internal trackers and SharePoint up to date for full contract transparency. Support monthly KPI and performance reporting. KPIs Measurable outcomes you will need to focus on include: Timely and accurate scheduling of all PPM and reactive jobs. SLA adherence and engineer utilisation performance. Zero-chase inbox management and proactive communication with clients. Accurate documentation and compliance uploads across all contracts. Commercial support through clear tracking of milestones and dependencies. Skills to demonstrate Essential Proven experience in scheduling, administration, or coordination roles within a fast-paced environment. Strong customer service skills and confidence liaising with engineers, clients, and subcontractors. Excellent organisational ability and pride in delivering consistent, accurate work. Proficiency in Excel, scheduling tools, and document management systems. Desirable Knowledge of facilities maintenance or service contract environments. Familiarity with client portals (e.g. NWR, Mitie). Understanding of compliance frameworks (e.g. RAMS, CDM, BS 5839). Awareness of commercial processes such as PO tracking or invoice support.