Contract Coordinator

We are looking for a Contract Coordinator to join us on a permanent basis at our Redditch site, supporting the delivery of excellent client service and the successful management of client contractual requirements.

Key Accountabilities

• Handle inbound calls from customers and clients regarding maintenance queries, delivering exceptional customer service and escalating issues where appropriate to maintain high service standards.
• Respond promptly to customer and client enquiries and new job requests received via email.
• Accurately capture and record job requirements and priorities using in‑house systems and client portals.
• Book, schedule, and coordinate engineer and contractor appointments, taking account of client requirements and operational constraints to minimise disruption.
• Take ownership of customer queries and aim to resolve issues at first point of contact, ensuring all stakeholders are kept informed of any changes, delays, or updates.
• Complete Customer Support Centre administrative tasks, including monitoring shared inboxes and CAFM systems.
• Liaise with internal departments and external contractors to obtain job progress updates and estimated times of arrival (ETAs).
• Proactively follow up with contractors to secure outstanding job updates.
• Manage multiple tasks effectively and meet deadlines within a fast paced environment.
• Work closely with the Account Manager to support the achievement of client and business objectives.
• Assist the Account Manager in meeting key performance indicators (KPIs) across client accounts.

Specific Qualifications

• GCSE (or equivalent) qualifications in Maths and English.

Knowledge and Experience

• Proven customer service experience.
• Excellent verbal and written communication skills.
• Experience working effectively in a fast paced environment.
• Proficient in Microsoft Office applications and confident using IT systems.
• Strong administrative and organisational skills with high attention to detail.
• Effective time management skills with the ability to prioritise workloads.
• Ability to process data quickly and accurately, while collaborating effectively with team members.

When you join us, you’ll receive

• Salary: £26,437 per annum
• 4% bonus, subject to achievement of targets
• 25 days annual leave + Bank Holidays.
• Group personal pension scheme of matched contributions between 5% and 6%
• Life Assurance
• Funded Training Sponsorship Scheme
• Discounts, vouchers, and financial aid programs

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