Retail Contract Support Officer

About the role

We are looking for a Retail Contract Support Officer to be the first point of contact for both external and internal clients, processing new and existing work orders through our internal CAFM system. Based in our Central Bristol head office, you will play a key role within the Service Delivery Team to ensure an exceptional client experience.

Key responsibilities

• Record, allocate and process work orders accurately via the CAFM system and client portals, meeting SLAs and KPIs.
• Maintain strong relationships with clients, engineers and account managers, responding to enquiries by phone or email within set timescales.
• Schedule maintenance work, assign tasks to appropriate engineers or subcontractors, and monitor progress to ensure timely completion.
• Manage the service mailbox, highlight emergency call‑outs, and ensure diary management aligns with team leader directives.
• Raise purchase orders for subcontracted work, obtain weekly updates and transfer information to both CAFM and client portals.

Required profile

• Customer‑focused attitude with a willingness to problem‑solve.
• Strong attention to detail and ability to work at pace.
• Excellent organisational skills, capable of multitasking, prioritising and meeting deadlines.
• Professional written and verbal communication style.
• Collaborative approach to contribute to team success.

Required skills

• Proficiency in Microsoft Office Suite – Word, Excel and Outlook.
• Ability to learn and operate new software systems, including a CAFM platform.