CBRE
Contract Support
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Job Title: Contract Support
CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Contract Support to join our team on a contract in Oxford.
The main feature of this role will be to provide exceptional customer service and business support in order to contribute to the continued growth and success of the Business Unit. Understanding, anticipating, and delivering to customer needs, achieving results within quality and time constraints.
Responsibilities
- Providing support to the client and answering calls and emails in a professional and timely manner
- Determining the nature and priority of faults based on information provided by the client
- Liaising closely with site teams and head office, ensuring accurate processing of quotations and purchase orders
- Managing the supply chain and driving them to attend within required SLAs
- Driving the engineering team to attend to all callouts within required SLAs
- Obtaining a comprehensive understanding of the scope of the contract and ensuring that all work is carried out in accordance with the contract scope and not outside of this
- Raising and assigning work orders to relevant resources
- Actively identifying and implementing innovation across the contract to enhance performance and continue to meet client expectations
- Promoting and maintaining CBRE culture throughout teams
- Monitoring calls received from the customer through to call completion and updating records
- Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLAs
- Ensuring QHSE documentation is maintained and readily available using company systems
- Managing the system as a key user on site including PPM records, reactives, and reporting
- Maintaining people records such as new starters, leavers, general staff changes, contact details, etc.
- Effective communication with all levels of internal teams and external customers
- Familiar with daily operations and the specific scope of the contract
- Undertaking any other duties as requested by the Contract Manager, Lead Contract Support, or Finance & Contract Support Manager
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PERSON SPECIFICATION
Education
- Good basic education to GCSE (or equivalent standard), which will include an English and Maths qualification.
- Education to A-Level/HNC standard would be beneficial.
Training
- Very proficient in the use of Outlook, Word, Excel, Access, and PowerPoint. Excel skills to include basic functions, v-lookups, etc.
- Experience of using Dynamics, Concept, Maximo.
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Experience
- Experience of a similar customer-facing role in a medium-sized business.
- Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities.
Aptitudes
- Excellent command of the English language demonstrated through good verbal and written communication.
- Must be detail-conscious, accurate, and methodical in approach.
- Strong organizational and communication skills.
- Able to work systematically and use own initiative.
- Able to work on more than one task at any given time.
- Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently.
Character
- Must demonstrate a strong sense of customer focus, and promote a sense of team spirit and good morale within the office.
- Reliable, able to complete work within required timeframes and manage own deadline requirements.
- Calm manner able to work under pressure and against rapidly changing demands and priorities.
- Able to work as part of a multi-disciplinary team, providing support to other areas of the business on occasions, as required.
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