Contract Support

RESPONSIBILITIES

• Providing support to the client and answer calls and emails in a professional and timely manner

• Determine the nature, priority of faults based on information provided by the client

• Liaise closely with site teams and head office, ensuring accurate processing of quotations and purchase orders

• Managing the supply chain and drive them to attend within required SLA's

• Driving the engineering team to attend to all callouts within required SLA's

• To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance to the contract scope and not outside of this

• Raise and assign work orders to relevant resources

• Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations

• Monitoring calls received from the customer through to call completion and updating records

• Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA's.

• Ensure QHSE documentation is maintained and readily available using company systems

• Manage system as a key user on site including PPM records, reactives and reporting

• Promote and maintain company culture throughout the team

• Maintain people records such as new starters, leavers, general staff changes, contact details, etc

• Effective communication with all levels of internal teams and external customers

• Familiar with daily operations and the specific scope of the contract

• Undertake any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager

PERSON SPECIFICATION

Education

• Good basic education to GCSE (or equivalent standard), which will include an English and Maths qualification.

• Education to A-Level/HNC standard would be beneficial

Training

• Very proficient in the use of Outlook, Word, Excel, Access and PowerPoint. Excel skills to include basic functions, v-lookups, etc.

• Experience of using Dynamics, Concept, Maximo.

Experience

• Experience of a similar customer facing role in a medium-sized business.

• Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities.

Aptitudes

• Excellent command of the English language demonstrated through good verbal and written communication.

• Must be detail conscious, accurate and methodical in approach.

• Strong organizational and communication skills

• Able to work systematically and use own initiative.

• Able to work on more than one task at any given time.

• Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently.

Character

• Must demonstrate a strong sense of customer focus, and promote a sense of team spirit and good morale within the office.

• Reliable, able to complete work within required time frame and manage own deadline requirements.

• Calm manner able to work under pressure and against rapidly changing demands and priorities.

• Able to work as part of a multi-disciplinary team, providing support to other areas of the business on occasions, as required.