Contract Support – Service Delivery

About the role

Be the first point of contact for external and internal clients, processing new and existing work orders through our internal CAFM system. You will play a key role within the Service Delivery Team to deliver an exceptional client experience and manage contract scopes.

Key responsibilities

• Record, allocate and process work orders accurately in the CAFM system and client portals.
• Respond to client, account manager and engineer enquiries within agreed SLAs and KPIs.
• Schedule maintenance work, assign tasks to engineers or subcontractors based on skill set and location, and ensure timely completion.
• Maintain diary management and complete tasks set by the Team Leader and Head of Service Delivery.
• Monitor the mailbox, highlight emergency call‑outs and manage daily workload planning.
• Raise purchase orders for subcontracted work, obtain weekly updates and transfer information to both CAFM and client portals.
• Build strong relationships with clients and internal teams to ensure high satisfaction.

Required profile

• Customer‑focused attitude with strong problem‑solving skills.
• Excellent attention to detail and ability to work at pace.
• Organisational skills with the ability to multitask, prioritise and meet deadlines.
• Professional written and verbal communication.
• Collaborative approach and willingness to support team success.

Required skills

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