Contract Support

Description:

Role Purpose:

To provide exceptional customer service and business support in order to contribute to the continued growth and success of the Business, an opportunity to develop and enhance skills in order to progress and be part of a succession plan. This role has no direct reports although working collaboration with the Account Manager, Contract Manager, CEWA manager, MAC Manager, site engineering team, contract support team and 3rd party specialists is integral to the role

Key Responsibilities

Quality

Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.
Assist the onsite team with financials and reporting.
Ensure all account KPI's are met.

People and Development
Promote and maintain CBRE culture throughout teams.
Ownership, monitor and maintain the attendance planner.
Maintain records (e.g. training matrix and Staff Planner).
Ensure all site team training courses are booked in prior to courses running out.
Collate, review and process timesheets and expenses weekly, including overtime tracker to high accuracy.
Communicate effectively and build/maintain relationships at all levels with internal and external customers
Answer calls and emails in a professional and timely manner.
Attend and participate in any relevant training courses.
Attend regular role specific meetings in order to share best practice.

Contract
Participate in putting together monthly Contract Review
Issue orders for call outs, maintenance visits, delivery of materials, Extra Works within contracted SLAs.
Ensure use of Preferred Suppliers is maximised and best practice "better buying" is in place.
Familiar with daily operations and the specific scope of the contract e.g. which services are covered and which are chargeable.
Know the financial model of the contract and be able to determine how the financials should be ran

Finance
Ensure integrity of financial transactions for contract.
Attend and actively participate in weekly finance meeting with Account/Engineering Manager and Customers, building Customer relationships.
Review and raise quotations approved from the Account/Engineering Manager, keeping record and sending for Customer approval in a timely manner.
Keep the EW Tracker up to date with all details filled in correctly.
Raise accurate purchase orders for Sub-Contractor call outs, materials/non-chargeable materials and extra works, maintaining records in a timely manner.
Raise Maintenance Purchase Orders and liaise with site Chief Engineer in preparation for these Purchase Orders and for them to go out prior to contracts ending.
Send weekly WIP chases ensuring prompt, detailed responses from the team and updates are documented.
Daily review and process sub-contractor invoices via the Invoice Pool, documenting queries.
Raise sales invoices (complete billing) weekly in line with contract plan, meeting monthly forecast at the correct margin.
Raise yearly maintenance orders.
Run and review open purchase order report (OPO) weekly, chase as required and implement updates as necessary
Run and review Aged WIP Report weekly, chase as required and implement updates as necessary.
Completion of weekly / monthly reports sent from the Portfolio Lead Contract Support in a timely manner.
Raising own reports on finance system when required.
Receipting of purchase order lines
Forecasting and WIP chases
Management of 2 x finance systems

Dimensions

Employed within Bank of America Services in a strategically important & highly prestigious account
Interface with tenants and clients at all levels.
Integrate fully with all different CBRE departments to ensure seamless delivery of services
Accountable to Leader and the accounts management team.
The post holder does not have any directly reporting staff
This post carries no direct budgetary responsibility
Understand and demonstrate CBRE RISE values

Personal Experience / Qualifications / Skills

A good basic education is essential, with good written and spoken English and basic Mathematics skills
Customer Service skills are essential to this role
Attention to detail is a must
Good verbal communication skills
Committed to the delivery of excellent customer service
It is essential staff are self-motivated and promote a "Can do" customer attitude at all times

Personal Attributes

Able to work on their own initiative
Good customer liaison skills along with a front of the house mentality.
Have a can do attitude and flexible approach

ABOUT CBRE
CBRE is the world's leading commercial real estate services firm with offices located around the globe. CBRE currently employs roughly 44,000 people worldwide, with 2000 working in the UK. The company's core services include property sales, leasing and management, facilities and project management, investment management and, research and consulting. In Central London, CBRE advises on more commercial property than any other adviser and across the United Kingdom with offices in Aberdeen, Birmingham, Bristol, Edinburgh, Glasgow, Jersey, Leeds, Liverpool, Manchester, and Southampton