Retail Contract Support Officer

About the role

This position is the first point of contact for both external and internal clients, supporting the Service Delivery Team in processing new and existing work orders through the internal CAFM system. You will be accountable for specific accounts and contracts, ensuring maintenance scheduling and accurate record‑keeping.

Key responsibilities

• Record, allocate and process work orders via the CAFM system and client portals, meeting SLAs and KPIs.
• Maintain strong relationships with clients, engineers and account managers, delivering an exceptional client experience.
• Schedule maintenance work, assign tasks to the appropriate LS Engineer or subcontractor, and monitor progress to ensure timely completion.
• Manage the daily mailbox, flag emergency call‑outs, and ensure accurate diary management.
• Raise purchase orders for subcontracted work, obtain weekly updates and transfer information to both CAFM and client portals.

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, capable of multitasking and meeting deadlines.
• Professional written and verbal communication style.
• Collaborative approach to contribute to team success.

Required skills

• Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to learn new systems.
• Experience using a Computer‑Aided Facility Management (CAFM) system.