(Temp) Contract Support

Contract Support (role subcontracted)

Main Duties-

Reporting to the local Manager.CF, Operation Director, the Contract Support is responsible for the close liaison with the resident Manager Chief Engineer, engineers and external client contacts in order to process all paperwork ensuring that the data centre site(s) receive a professional and accurate service.

The operation should be proactive and driven to achieve total customer satisfaction, whilst ensuring operational plans are achieved.

The role includes but is not limited to the following: -

• Dealing with general day to day enquiries
• Producing financial and statistical reports for contract portfolio
• Assisting the site team in placing/managing subcontractor callouts.
• Working closely with the Manager Chief Engineer by ensuring the following responsibilities are carried out in a timely fashion.
• Raising work orders for new contracts / jobs / quotes.
• Raising purchase orders and placing orders for engineers / sub-contractors.
• Raising and closing monthly PPM’s.
• Completing all paperwork for monthly billing.
• Supervision off all WIP for the contract portfolio ensuring that invoices are produced in a timely manner.
• Submitting weekly financial minutes/updates to the management team.
• Ensuring all client files are maintained accurately and kept up-to-date.
• Processing timesheets / job sheets / expenses weekly.
• Logging holiday, sickness for team engineers.
• Day to day admin including photocopying, filing etc.
• Annual archiving of client files.
• Overseeing the Helpdesk.
• Positively respond to both our internal and external customers through effective communication and personal accessibility, while optimising contract performance.
• Liaise with suppliers and sub-contractors to obtain service reports, schedules, prices and delivery timescales.
• Cover of the Helpdesk.
• Requesting sub-contractor maintenance quotations, negotiating prices and placing of annual orders.
• Scheduling all sub-contractor maintenance visits, extra woks and call outs.
• Ensuring that all documentation is received from sub-contractors with regards to Health & Safety and Company Legislation.
• Maintaining of the site sub-contractor records and Log Book System.
• Ensuring that SLA’s are achieved and reporting of statistics back to the client.
• Maintain a spread sheet of job numbers, detailing respective purchase orders and tracking of costs.
• Preparation of client monthly/quarterly/annual reports and internal monthly Contract Review report.
• Produce statistical reports on a weekly and monthly basis.
• Processing and passing for payment all supplier and sub-contractor invoices and dealing with any queries.
• Arrangement of training courses for site staff.
• Ensure an awareness and compliance to the contractual KPI’s/SLA’s.
• Management of the on-site hazard reporting system.

• Minute taking for all internal and client meetings.
• Assisting with inductions of new site staff.
• Ownership of all tasks through to completion.
• Responsible for the production and distribution of various weekly reports.  
• Carry out any reasonable management request.
• Ensuring all staff, customers & contractors adherence to site policies & operational processes

• Working closely with the Management Centre on ticket updates, change control, customer installation schedules, handovers & customer communications
• To develop good working relationships with site and client teams.

Skills & Experience

• Good basic education which will include English & Maths qualifications to GCSE standard essential.
• Higher educational qualifications to ‘A’ level / HNC/D or degree level would be beneficial.
• Experience of managing/working a small team
• Good understanding of Health & Safety, ISO standards, & compliance
• Project Management experience

• Managing 3^rd party suppliers to deliver against stringent SLA’s
• Good experience with word and excel and power point essential

Person Specification-

• Customer focused

• Flexible adaptable
• Great team player
• Takes ownership & accountability
• Ability to work with multiple streams of stakeholders, ranging from colleagues, service partners, clients and third part support vendors
• Ability to work out of normal hours to support planned maintenance and Capex works
• Ability to attend site out of normal hours to assist in reactive break task management
• A passion for delivering outstanding customer service
• Tenacious & assertive where necessary, yet calm under pressure
• Attention to detail with high personal standards & the desire to complete tasks on time
• Ability to work efficiently, timely and cost effectively under continually changing demands & requirements
• A strong sense of urgency to drive issues to conclusion
• Good communication skills (written & spoken).

Remuneration

Package

• Competitive rate of pay
• Discretionary bonus scheme - TBC
• Private Healthcare - TBC
• Group Pension Contribution Scheme
• Life Assurance cover