Taunton - England - United Kingdom of Great Britain and Northern Ireland
Role: Contract Support
Location: Taunton, TA1 2DN
Hours of work: Full-time role based on site Monday to Friday
Business critical front of house primary contact for all client/internal driven requests, via email, face to face or telephone
Responsible for the day-to-day management of contractual and financial matters across the Client Contract Support account Taunton, TA1 2DN
Helpdesk
* Provide support to the client via managing the facilities helpdesk, receiving calls and emails in a professional and timely manner, raise reactive jobs for both hard and soft service teams.
* Keep the requester apprised as to the status of the work order until completion.
* Determine the nature and priority of faults based on information provided and distribute accordingly.
* Manage and sign off tasks across Service Insight, CAFM system.
* Ensuring Asset information is updated.
* Follow up on sub-contractor service reports.
Contract
* Complete the Contract Review pack and attend and actively participate in the monthly review meeting.
* Prepare and issue reports.
* To obtain a comprehensive understanding of the contract.
* Run training reports across talent coach and keep the training matrix up to date.
* Ensure Logbook sections are kept up to date.
* Develop, implement, and manage systems and procedures to ensure SLAs and KPIs are exceeded.
* Raise regular observations using the Harbour platform, at least 2 per month.
* Implement innovation across the contract to enhance performance and exceed the client's expectations.
* Maintain manual and computer records for audits.
* Seek competitive quotations and better buying.
* Obtain maintenance quotes.
Contractor management
* Co-ordinating the annual subcontractor maintenance.
* Schedule sub-contractor and AdHoc works.
* Liaising with on-site teams, client and sub-contractors.
* Updating the contractor spreadsheet.
* Managing the supply chain and drive them to attend within the required SLA's.
Finance
* Raising and managing work orders and purchase orders.
* Managing the client quotation platform and drive the regular review meetings.
* Ensure all work orders have the correct information, financials and are billed in a timely manner.
* Ensure all POs are receipted/ invoiced/ amended as required.
* Resolve any debt with the client.
* Attend and actively participate in weekly finance meetings with Contract Manager/ Finance Managers.
* Managing the Exception Pool and escalating any issues found.
* Complete monthly billing to client within deadlines.
* Assist with month end financial reporting and comments.
* Check the monthly Profit & Loss report to identify any anomalies and keep track to ensure we are on plan for the year.
* Assist the account manager with Plan/ Forecasting for the upcoming months/ year.
* Providing information for contract review meetings.
Operational
* Managing and monitoring MyTime for timecards and overtime input.
* Managing, creating and improving spreadsheets i.e. Shift rota, OP18, Finance monitoring.
* Managing people records.
People
* Part of the management team – setting an example to your peers.
* Promote and maintain CBRE work ethics and culture, following the RISE values.
* Build relationships with key stakeholders – Client/ Vendors/ Colleagues.
* Attend various meetings with Contractors, Client, Team meetings etc.
* Organising team build days and social events.
* Encouraging employee engagement across your contract.
* Having multiple lines of contact with CBRE staff not based on your contract i.e BU Lead, Finance, H&S, Projects.
Skills
* Experience of working in a fast paced, operational environment.
* Build and develop relationships with colleagues, clients and sub-contractors demonstrating excellent communication skills.
* High customer focus.
* Ability to work to own initiative but team orientated, multi-tasking and prioritising workload.
* Strong organizational abilities ensuring all documentation is stored and auditable.
* Strong relationship management with colleagues, clients and sub-contractors demonstrating excellent communication / influencing skills.
* Robust and assertive attitude towards achieving results.
* Excellent IT skills, competent across Microsoft Office programs and experience with a CAFM system is desirable.
Additional
* Promote and maintain CBRE work ethics and culture, following the RISE values.
* High level of trust and integrity whilst handling confidential information.
* Actively identify and implement innovation across the contract to enhance performance and continue to exceed the client's expectations.
* Creating and updating records such as training matrix.
* Booking meeting rooms.
* Liaising with external security teams for clearance/vetting.
* Contribute to the regular client/team meetings.
* Ensure QHSE documentation is maintained and readily available for auditing purposes, utilising electronic logbooks.
* Obtain full Security Clearance.
* Company benefits scheme.
* 25 days holiday, excluding bank holidays, per annum.
* You must meet all the Client requirements to obtain security clearance.
Service line:
GWS Segment