Contract Support/Help desk

Zoek Pin London, Greater London, England

Permanent (Full time)

Posted 27 days ago


Provide a comprehensive financial, administrative and customer focused service.


1 Understand, anticipate and deliver customer (internal and external) and stakeholder needs while building effective relationships.

2 Positively respond to both our internal and external customers and stakeholders through effective communication and personal accessibility.

3 Understand procedures and processes and operate them to the required standard. Examples of these are:

a) Log all incoming calls/emails for the Helpdesk and issue PPM’s on Service Insight (SI)

b) Allocate/dispatch tasks to the site team, track completion against SLA’s/KPI’s and review regularly with the Facilities Manager

c) Issue periodic Helpdesk reports and update e-Logbook system

d) Track and update site team leave

e) Track and update site team Training Matrix and allocate e-learning to team as appropriate

f) Co-ordinate the communication with subcontractors regarding planning the periodic visits

g) Co-ordinate call outs to subcontractors

h) Contract support duties include; collating and logging timesheets and expenses, creating Service Orders, raising Purchase Orders, completing Billing check lists, creating Billing Applications and manage OPO housekeeping.

i) Create and review management reports such as P&L, WiP, Unbilled Revenue, OPO's & Invoice Pool

j) Resolve supplier invoice queries and process before invoices become overdue

k) Track and report on comprehensive spend

l) Create Web Quotes for chargeable works

m) Update monthly Contract Review Pack and Client/Stakeholder Review Pack

n) Submit and track hazards on internal QHSE system and BRR’s

o) Produce, update and issue Weekly Report

p) Produce ad-hoc reports for the Contract Manager

q) Identify and help drive implementation of savings opportunities to maximise use of FM budget

r) Drive high quality commercial performance through understanding the contractual commitments, better buying and use of preferred suppliers

s) Conducting supplier surveys on MySupplier

4 Achieve results within quality and time restraints.

5 Perform with an understanding of business requirements and changes whilst ensuring continuous improvement.

6 Actively participate in a diverse and effective team.

7 Support with holiday cover for other Contract Supports in the BU where required.

8 Convey messages and ideas clearly and openly. Involve people and influence decisions.


Education Essential A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.

Desirable Higher educational qualifications to ‘A’ level/HNC/D or degree would be beneficial or equivalent.

Training Essential Good PC based skills, with experience in Word/Excel and Outlook – intermediate to advance level.

Desirable PowerPoint and Access.

Experience Desirable 3 years experience in a similar role.

Desirable Previous experience of a customer-facing role using operating systems such as Dynamics AX or Concept software.

Some financial / accounting experience would be an advantage.

Aptitudes Must demonstrate a strong sense of customer focus.

Excellent verbal, and good basic standard of written, communication skills.

Self-motivated and systematic.

Results/ task orientated, 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.

Character Committed to customer service delivery.

Reliable and committed.

Confidential and discrete approach.

Calm manner, able to work under pressure and with changing demands and priorities.

Smart appearance.

Be flexible to work outside core office hours from time to time

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