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