Dalkia UK
Contract Support
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About Dalkia UK
At Dalkia, we're driven by a shared purpose: tackling climate change and building a better, more sustainable future. We bring together talented people who share knowledge, challenge each other and grow together.
Backed by EDF, Britain's biggest generator of low carbon electricity, we're a people-first culture. With 5,000+ employees and £600m+ turnover, we combine the strength of a major group with a great culture, innovative mindset and inclusive values making Dalkia a great place to work and grow your career.
Contract Support
Location
University of Lincoln
Shifts
Monday – Friday, 8am – 4pm
Dalkia UK is looking for an organised and proactive Contract Support Administrator to support the delivery of Hard FM services.
Reporting to the Contract Support Manager, you will assist with the day-to-day coordination of planned and reactive maintenance activities, ensuring engineering workloads are allocated effectively and works are scheduled appropriately.
You will monitor response and completion deadlines, supporting engineers to meet agreed targets and service levels. You will also help monitor operational performance against end-of-month KPI targets while maintaining accurate and up-to-date records within the CAFM system.
This role would suit someone with strong organisational and administrative skills who is comfortable coordinating multiple tasks, communicating with engineers and working to deadlines within a busy Hard FM environment.
Main Responsibilities
- Contract Delivery: Support the operations team with relevant administration tasks to meet & exceed the agreed contractual Key Performance Indicators and Service Level Agreements throughout the contract lifecycle. Resolve any requests and issues as quickly and efficiently as possible.
- Engineers Workload: Issue the Engineers daily tasks using the client's CAFM system, jobs are prioritized in order of urgency so an eye for scheduling/time management is preferable. Support with scheduling and booking work in where required and issue any relevant comms to the end user for any disruptive work.
- Admin & Reporting: Provide regular updates on jobs and support with ensuring they are closed out as efficiently as possible. Daily/monthly reports to be submitted to monitor attendance and completion deadlines.
- Meetings: Attend meetings with other team members to support with updates on outstanding work
- Suppliers: Support with ordering materials when required
- Customer Service: Deliver exceptional service standards to meet client expectations and ensure all operational difficulties are resolved with the support of the management team.
- Communication: Communicate closely, share information and updates regularly with all team members, the client and end users to support the drive for service improvement across the contract.
- Learning & Development: Support and development to encourage performance improvement, coaching and recognition delivered by your line manager and a Performance & Development Review.
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Person Specification
- Clear and accurate written and verbal communication skills, with the ability to share information effectively.
- A proactive approach to identifying and resolving potential issues or conflicts.
- A professional manner, demonstrating respect and consideration for others.
- A collaborative approach and strong team-working ethic.
- Able to respond constructively to initial complaints, feedback and criticism.
- Able to work independently, use initiative and manage competing priorities.
- Confident in taking responsibility and making appropriate decisions.
- Willing to learn from others and develop new skills.
- Able to remain organised and effective within a busy, high-pressure environment.
- Committed to delivering consistently high standards of customer service.
Experience and Knowledge
- Previous experience within a similar customer-facing, contract support or service-provider environment.
- Experience of communicating with clients, engineers and end users.
- Experience of coordinating multiple tasks and priorities to meet deadlines.
- Basic commercial awareness, including an understanding of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Intermediate Microsoft Office skills, including Outlook, Word and Excel.
- Previous experience using a CAFM system; knowledge of Planon would be desirable.
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Qualifications
- GCSEs in Maths and English at Grade C/4 or above, or equivalent qualifications.
Benefits
- 23 days' holiday, increasing with length of service, plus Bank Holidays and your birthday off
- Option to purchase up to five additional days' holiday
- Life assurance
- Pension scheme
- Private medical insurance after one year's service
- Employee recognition programmes rewarding exceptional achievements
- Employee referral scheme with generous bonuses
- One paid working day per year to volunteer within the local community
- Flexible benefits, including eye-care vouchers, major retailer discounts, an electric-car salary sacrifice scheme, personal IT equipment loans and impartial financial guidance
- Company sick pay
- Access to wellbeing programmes
- Employee Assistance Programme providing free, confidential support 24 hours a day, 365 days a year
- Full induction and training
- Smartphone and tablet or laptop, where applicable
- Uniform and PPE, where applicable
- Access to an extensive career portal, career-planning tools and online learning
Our Values
- People First – It starts with health, safety and wellbeing
- Better Together – A collaborative team
- Trusted Partners – Dedicated to our clients' success
- Taking Responsibility – Making a positive difference
Equity, Diversity & Inclusion
We're committed to an inclusive and fair recruitment process. If you need any adjustments please let us know, in confidence, our team is here to support you.
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