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Contract Support

Purpose of the Job

To manage and provide leadership to the contract support team for all operational, commercial and financial aspects of a contract or portfolio of contracts. Working closely with the Contract Managers to ensure external and internal KPI’s are achieved and delivered to a high standard. Responsible for exceptional customer service ensuring teams provide accurate, timely and effective response.

Key Responsibilities

  1. Manage the contract support team ensuring exceptional customer service and contract delivery.
  2. Encourage continuous improvement and better ways of working to drive efficiencies, utilisation and performance
  3. Contract Support team and client
  4. Effectively action and prioritise client complaints and compliments to find a resolution and log on the Quality system
  5. Ensure effective and courteous handling of customer queries and service requests via all means of communication
  6. Create, update and manage reports, spreadsheets and schedules as required by the management team.
  7. Support the Helpdesk Team by working with colleagues to maintain cover at all times
  8. Produce high quality documentation from supporting systems within the required timescales
  9. Meetings: Attend where necessary and take responsibility for appropriate actions – at client meetings, working closely with the service delivery team and other colleagues to resolve requests and issues as quickly and efficiently as possible.
  10. Financial Performance: Work closely with the contract managers to support all WIP processes relating to the contract and coordinate any additional costs as necessary relating to suppliers or subcontractors.
  11. Commercial Aspects: Work closely with the commercial team and contract manager to gain a full understanding of the contractual obligations from ourselves and the customer.
  12. Responsible for invoicing processes in line with contractual payment terms to ensure all chargeable works carried out are captured and submitted for invoicing in a timely and accurate manner.
  13. 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.
  14. Build strong relationships with the customer management team
  15. Provide a learning environment, and appropriate training and development planning. Ensure basic training needs are delivered, employees are fully competent to undertake their roles, and are able to reach their full future potential.
  16. Actively support and promote Dalkia’s values, entering in to a spirit of continuous improvement and job fulfilment
  17. Learning & Development: Take responsibility for your own learning and development activities supported by your line manager and the Performance & Development Review.

Person Specification

  • A minimum of 2 years’ relevant experience.
  • Exceptional levels of customer service.
  • Ability to work in a fast paced environment.
  • Excellent communication skills.
  • Good levels of written and spoken English.
  • Good computer skills including all Microsoft programmes and bespoke web based platforms.
  • Ability to analyse data and trends.
  • Maths & English GCSE Grade C or above or equivalent.
Location
Imperial College, London
Date of issue
Business Unit
Dalkia Facilities
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Contact For More Information
William.thompson@dalkia.co.uk
Please Send Your Application To
William.thompson@dalkia.co.uk

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