Helpdesk Contract Support

Job Title:

Contract SupportCBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Contract Support to join our team.

The main feature of this role will be to provide exceptional customer service and business support in order to contribute to the continued growth and success of the Business Unit. Understanding, anticipating and delivering to customer needs, achieving results within quality and time constraints.

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  Promote and maintain CBRE culture throughout teams  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.

JOB DESCRIPTION DISCLAIMER This job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

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