Contract Administrator

We are currently recruiting for an Administrator to work in a client service focused role across the full range of facilities management services provided by Just Ask to 90,000 residential properties nationwide.
The role will work with Operations Managers, Supervisors and the Scheduling and Dispatch team to support efficient and effective delivery of the programme of works schedule and ad hoc work requests.
The Administrators primary objective is to achieve a consistently positive service experience for all clients that is best in class.
Core Responsibilities
Acting as the first point of call for client service enquiries and work requests including, but not limited to, bulk waste collections, ad hoc work and sub-contracted work.Managing inbound client communications for a client contract grouping, categorising and logging enquiries using the CRM software package and, working with Operations Managers and Supervisors to ensure all client enquiries are addressed in a timely mannerEnsuring client satisfaction with the handling of service-related issues including: managing client complaints, escalating client issues to Client Account management and Operations managementManaging relationships with sub-contractors to ensure delivery of services in accordance with client requirement and Just Ask expectations for quality, cost and time.Liaising with sub-contractors, clients and resident to arrange the delivery of sub-contracted works (e.g. organising access, checking parking restrictions)Working with Finance to ensure revenue from ad hoc works is tracked effectively and billed in a timely mannerManaging data flow to/from client portals as required and ensuring data within client portals is managed in accordance with contractual requirements and client expectationsBriefing Operations Managers and other internal stakeholders on key issues such as complaints, escalations and positive client feedback as required.Updating the CRM platform and Management Information Systems to ensure all data, assets and associated records are updated, all relevant dashboard and reports are operating and accuratePrepare weekly and monthly KPI and SLA performance reports for internal and client stakeholders as required and continually review statistics and act accordingly to improve operational performance and mitigate riskEnsuring that service-related issues are addressed either directly or escalated in a timely manner
What are we looking for?
Experience of working in an customer helpdesk or call centre environmentExperience using CRM software (e.g. Salesforce), in particular case and workflow managementExcellent communication skills, both verbal and writtenExperience managing suppliers and other third partieHigh level of computer literacy, in particular Microsoft operating system and software packages (MS Word, Excel and PowerPoint)Committed to quality and excellence through evidence of continuing professional development
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