Contract Support for UWE – Service Delivery Team

About the role

Be the first point of contact for external and internal clients, processing new and existing work orders through our internal system. You will own specific accounts and contracts, schedule maintenance work and keep all work‑order information current and accurate.

Key responsibilities

• Build strong relationships with external and internal clients, delivering an exceptional client experience.
• Act as the first point of contact for clients and engineers contacting the Service Delivery Team by phone or email.
• Record, allocate and process work orders accurately via the internal CAFM system and client portals.
• Respond to enquiries from clients, account managers and engineers within set timescales.
• Ensure work orders meet client SLAs, KPIs and internal processes.
• Maintain diary management and complete tasks set by the Team Leader and Head of Service Delivery.
• Monitor the mailbox throughout the day, highlighting emergency call‑outs for action.
• Assign work to the correct LS Engineer or subcontractor based on skill set and area, planning daily schedules.
• Manage subcontractor work, raise purchase orders, obtain weekly updates/ETAs and transfer information to the CAFM system and client portal.

Required profile

• A customer‑focused attitude with a willingness to problem‑solve.
• Strong attention to detail and ability to work at pace.
• Excellent organisational skills, able to multitask, prioritise and meet deadlines.
• Professional written and verbal communication style.
• Collaborative approach to contribute to team success.

Required skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Experience using a CAFM (Computer‑Aided Facility Management) system.