Contract Administrator (COO355)

Locations: Byfleet & New Haw

Reporting to: Administrative Team Leader

Full-time, immediate start

Hours are 37.5hrs paid per week from 8:00am to 4:00pm / 8:30am to 4:30pm

The role

We are currently recruiting for an Administrator to work in a client service focused role across the full range of facilities management services provided by Just Ask to 90,000 residential properties nationwide. The role will work with Operations Managers, Supervisors and the Scheduling and Dispatch team to support efficient and effective delivery of the programme of works schedule and ad hoc work requests. The Administrator’s primary objective is to achieve a consistently positive service experience for all clients that is best in class through:

Excellent organizational and interpersonal skills and cooperation with appropriate stakeholders and resources to deliver the programme of works schedule and ad hoc work requests in accordance with contractual requirements and client expectations

Consistent, competent, timely and accurate handling of reported issues, complaints, requests and escalations

Maintaining quality systems and processes and contributing towards a culture of continual improvement within the team

Responsibilities and duties

Reporting to the Administrative Team Leader, the Administrator will be responsible for the following:

Responsibilities:

Acting as the first point of call for client service enquiries and work requests including, but not limited to, bulk waste collections, ad hoc work and sub-contracted work.

Managing inbound client communications for a client contract grouping, categorising and logging enquiries using the CRM software package and, working with Operations Managers and Supervisors to ensure all client enquiries are addressed in a timely manner

Ensuring client satisfaction with the handling of service-related issues including: managing client complaints, escalating client issues to Client Account management and Operations management as appropriate, ensuring

Working in conjunction with the scheduling and dispatch team, Operations Managers, other internal resources, and external service providers to coordinate delivery of ad hoc work requests from initial enquiry, through price estimating, raising of purchase orders, scheduling, delivery and billing

Managing relationships with sub-contractors to ensure delivery of services in accordance with client requirement and Just Ask expectations for quality, cost and time.

Liaising with sub-contractors, clients and resident to arrange the delivery of sub-contracted works (e.g. organising access, checking parking restrictions)

Liaising with the scheduling and dispatch team and Operations Managers to ensure the effective delivery of the programme of works schedule and the timely resolution of identified issues

Working in conjunctions with Finance to ensure revenue from ad hoc works is tracked effectively and billed in a timely manner

Managing data flow to/from client portals as required and ensuring data within client portals is managed in accordance with contractual requirements and client expectations

Briefing Operations Managers and other internal stakeholders on key issues such as complaints, escalations and positive client feedback as required.

Updating the CRM platform and Management Information Systems to ensure all data, assets and associated records are updated, all relevant dashboard and reports are operating and accurate

Prepare weekly and monthly KPI and SLA performance reports for internal and client stakeholders as required and continually review statistics and act accordingly to improve operational performance and mitigate risk

Ensuring that service-related issues are addressed either directly or escalated in a timely manner to Operations Managers or other internal stakeholders as appropriate

Providing holiday and absence cover for other administrators within the team

Such other responsibilities as from time to time may be required of the role as directed by the Administrative Team Leader

Measurement and KPIs

Delivery of contracted works schedule, bulk waste schedules and ad hoc work requests in accordance with contractual requirements and client expectations

Completeness and accuracy of systems, data and processes

Timely and accurate processing of ad hoc work orders through the administrative workflow

Volume and value of ad hoc work orders processed

Timely resolution of complaints and issues

Primary stakeholders/relationships

Client Services Manager

Administrative Team Leader

Operations Director, Managers, Supervisors and Operatives

Clients and residents

Personal attributes and requirements for the role:

Required:

Experience of working in a digital/tech enabled customer helpdesk or call centre environment

Experience using CRM software (e.g. Salesforce), in particular case and workflow management

Excellent communication skills, both verbal and written including the ability to communicate with a variety of staff and clients in an effective and, sometimes, sensitive manner

Experience managing suppliers and other third parties ensuring deadlines are established and met and SLAs are maintained

Experience working with I.T. and telephony related to inbound and outbound call centre

Ability to problem solve, take charge of a situation and successfully deal with the unexpected

Proactive, organised and able to prioritise competing work requests and multi-task effectively despite interruptions in a busy department

Be able to work on your own initiative with the ability to prioritize your own workload.

Excellent analytical skills and high level of computer literacy, in particular Microsoft operating system and software packages (MS Word, Excel and PowerPoint)

Good timekeeping, honest and committed

Committed to quality and excellence through evidence of continuing professional development

Attention to detail, curiosity and a desire to learn and develop with role and the organisation

A good sense of humour and a desire to develop team culture

Desirable:

Knowledge of Salesforce CRM and Field Service module

Previous experience in a large Facilities Management firm/ large housing organisation

Previous experience in a demanding customer/client service role

Knowledge of Microsoft Teams

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