People

• Build a Contract Support Team and ensure team is effectively utilised.
• Lead and develop a Contract Support, providing the necessary training and development to ensure effective delivery.
• Lead the team performance through motivation and commitment.
• Provide knowledge and understanding to coach and support others.
• Hold Contract Support Team Meetings to share business updates and best practice.
• Assist in conducting appraisals annually.
• Culture carrier and promotes best practice.
• Ensure people records such as new starters, leavers and any changes in staff are communicated to all relevant teams (e.g. Payroll, HR, BU Coordinator).
• 1-2-1 calls with CS
• Provides coaching, training and support to new and existing contract support in the contract (e.g. A Super user for SI, WebQuote).

Overtime and expenses

Building relationships

• Understand, anticipate and deliver customer (internal and external) needs while building effective relationships whilst optimizing contract performance.
• Positively respond to both our internal and external customers (often in a matrix environment) through effective communication and personal accessibility/credibility.

Processes, Procedures and Reporting

• To maintain, manage and update both manual and computer records via the site SI system relating to areas of which CBRE are responsible.
• To support the Account Manager with the management of on site QHSE culture, reporting and initiatives
• Supplier Reviews, and management of key Vendor personnel
• Actively identify/implement innovation across the Contract to enhance performance and grow the team’s knowledge.
• Ensure company policies and procedures are adhered to consistently throughout the Contract and Contract Support Team.
• To drive the site statutory and contractual compliance.
• Demonstrate knowledge of procedures and processes and deliver these to the required standard.
• Deliver and maintain compliance through the required procedures and processes through the Contract Support Team.

Success Measures

• Achievement of Business Unit / Contract KPIs in line with business requirements.

Person Specification

• Hold academic passes with at least GCSE Maths and English or equivalent.
• Higher educational qualifications to ‘A’ level (or equivalent)
• Higher educational qualifications; degree (or equivalent)
• Accounting qualification or interest to move in an Accounting & Finance direction.
• Highly computer literate
• IT Skills to achieve key tasks and give the business a sound reporting base.
• Superior written and verbal communication skills with strong oral presentation skills.
• Capable of working in a matrix environment.
• Formal training in the use of Excel, Word and presentation software packages
• Thorough understanding of business and customer-facing environments.
• Understands the requirements of operating in a contract environment.
• Previous experience of a service industry role
• Been a part of a high-performing team.
• Operating systems such as Dynamics AX.

Skills

• Customer focus skills with a passion for customer service.
• Effective communication skills enabling the individual to work with clients, suppliers, and staff at all levels
• Self-motivated and ambitious
• Results/ task orientated, with attention to detail and accuracy
• Excellent time management and organisational skills
• Commitment to continuous improvement
• Ability to work as part of a team, as well as independently
• Calm manner, able to work under pressure and with changing demands and priorities
• Confidential and discrete approach
• The individual must be willing to undertake travel as the role/business requires

Personal Attributes

• Customer Service
• Communication
• Integrity
• Attention to Detail

Please Note

All details are provided for guidance only; they do not necessarily limit the responsibilities and accountabilities of the job. Full details of employment terms are provided within offers of employment, and appropriate policies within the Company.