Contract Support

Business critical front of house primary contact for all client/internal driven requests, via email, face to face or telephone

Responsible for the day-to-day management of contractual and financial matters across the Client Contract Support account Taunton, TA1 2DN

Helpdesk

• Provide support to the client via managing the facilities helpdesk, receiving calls and emails in a professional and timely manner, raise reactive jobs for both hard and soft service teams.

• Keep the requester apprised as to the status of the work order until completion.

• Determine the nature and priority of faults based on information provided and distribute accordingly.

• Manage and sign off tasks across Service Insight, CAFM system.

• Ensuring Asset information is updated.

• Follow up on sub-contractor service reports.

Contract

• Complete the Contract Review pack and attend and actively participate in the monthly review meeting.

• Prepare and issue reports.

• To obtain a comprehensive understanding of the contract.

• Run training reports across talent coach and keep the training matrix up to date.

• Ensure Logbook sections are kept up to date.

• Develop, implement, and manage systems and procedures to ensure SLAs and KPIs are exceeded.

• Raise regular observations using the Harbour platform, at least 2 per month.

• Implement innovation across the contract to enhance performance and exceed the client's expectations.

• Maintain manual and computer records for audits.

• Seek competitive quotations and better buying.

• Obtain maintenance quotes.

Contractor management

• Co-ordinating the annual subcontractor maintenance.

• Schedule sub-contractor and AdHoc works.

• Liaising with on-site teams, client and sub-contractors.

• Updating the contractor spreadsheet.

• Managing the supply chain and drive them to attend within the required SLA's.

Finance

• Raising and managing work orders and purchase orders.

• Managing the client quotation platform and drive the regular review meetings.

• Ensure all work orders have the correct information, financials and are billed in a timely manner.

• Ensure all POs are receipted/ invoiced/ amended as required.

• Resolve any debt with the client.

• Attend and actively participate in weekly finance meetings with Contract Manager/ Finance Managers.

• Managing the Exception Pool and escalating any issues found.

• Complete monthly billing to client within deadlines.

• Assist with month end financial reporting and comments.

• Check the monthly Profit & Loss report to identify any anomalies and keep track to ensure we are on plan for the year.

• Assist the account manager with Plan/ Forecasting for the upcoming months/ year.

• Providing information for contract review meetings.

Operational

• Managing and monitoring MyTime for timecards and overtime input.

• Managing, creating and improving spreadsheets i.e. Shift rota, OP18, Finance monitoring.

• Managing people records.

People

• Part of the management team - setting an example to your peers.

• Promote and maintain CBRE work ethics and culture, following the RISE values.

• Build relationships with key stakeholders - Client/ Vendors/ Colleagues.

• Attend various meetings with Contractors, Client, Team meetings etc.

• Organising team build days and social events.

• Encouraging employee engagement across your contract.

• Having multiple lines of contact with CBRE staff not based on your contract i.e BU Lead, Finance, H&S, Projects., + Actively identify and implement innovation across the contract to enhance performance and continue to exceed the client's expectations.

• Creating and updating records such as training matrix.

• Booking meeting rooms.

• Liaising with external security teams for clearance/vetting.

• Contribute to the regular client/team meetings.

• Ensure QHSE documentation is maintained and readily available for auditing purposes, utilising electronic logbooks.

• Experience of working in a fast paced, operational environment.

• Build and develop relationships with colleagues, clients and sub-contractors demonstrating excellent communication skills.

• High customer focus.

• Ability to work to own initiative but team orientated, multi-tasking and prioritising workload.

• Strong organizational abilities ensuring all documentation is stored and auditable.

• Strong relationship management with colleagues, clients and sub-contractors demonstrating excellent communication / influencing skills.

• Robust and assertive attitude towards achieving results.

• Excellent IT skills, competent across Microsoft Office programs and experience with a CAFM system is desirable.

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)