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Contract Support Administrator

Leeds , United Kingdom

Ref#: 9677247523

Date published: 13-Feb-2020

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Position Title              Contract Support 
Business Business Unit; National Accounts Division
Reports To National Service Manager 
Hours of Work 40 Hours per week, between 8.00am and 5.00pm 


To be the first point of contact for client calls and distribution to local teams 
To be the main conduit of information to and from a regional engineering team 
To ensure the effective planning of all tasks for the regional engineering team 
To ensure accurate completion and closure of tasks and ensure this is recorded correctly in the business systems through the main admin processes 
Proactively manage engineer workloads through business systems and ensuring all SLA and KPIs are achieved 


Ownership of all engineer work schedules and communicate these to the engineering teams daily, weekly, monthly with support from the regional Supervisor and National Service Manager 
Dispatching reactive call-outs to engineers and Sub-Contractors to attend tasks at sites and following through to completion 
Effective utilisation, efficiency and productivity of the field engineers 
High levels of communication with the engineers, customers, Customer Service Centre, Sub Contractors and Account Managers. 
Excellent forward planning of all tasks meeting contractual targets 
Up to date completion of Task Management Systems – assigning engineers/Sub Contractors, ETA’s, WIP reasons and job completions
Completion of all PPMs within the month and ownership of this together with the Supervisors / National Service Manager
Familiar with daily operations and the specific scope of the contract
Meeting and where possible exceeding all SLAs for attendance and completion on all reactive works
Regular communication with Supervisors on issues with engineers and assistance in ensuring the plan is as optimal as possible
Effective management of WIP. Providing the National Service Manager with information on problem jobs stuck in WIP to enable them to identify the relevant actions to bring these to completion
Raise purchase order requests and uplifts aligned with the engineering and operational requirements of the sector 
Purchasing of equipment ensuring SLAs are met and communications on updates accurately uploaded through internal business systems and through regular communications with the client 
Manage all open Purchase orders and completion reports 
Ownership of the F&S invoice pool 
In addition to the duties and responsibilities outlined you may be required to perform other duties assigned and requested by the National Service Manager 
Support the National Service manager with the building and ownership of the contract review packs 
Ensure all timesheets are accurately logged and on time in line with company requirements 
Ownership of applications and billing 
Operating in accordance to the contract support wheel 
Self motivated & able to manage own tasks/workload in accordance with the role & requirements


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

                    [Desirable] Education to A-Level/HNC standard would be beneficial
Training      [Essential] Very proficient in the use of Outlook, Word, Excel, Access and PowerPoint. Excel skills to include basic functions, v-lookups

       [Desirable] Experience of using Dynamics, Concept, Maximo, CASH, Trackers 

Experience [Desirable] 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 organisational 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. Be able to think for themselves and take ownership of a task through to completion with the ability to provide solutions to regional scheduling challenges 

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.

Success Criteria Completes work within required time frame and delivers against critical cut off dates

Timely and accurate preparation of correspondence, reports and other administrative documents.

Circumstances Must be flexible to work outside core office hours from time to time, and to travel on occasions to other work locations.