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Contract Operator

Customer Services Enquire

Type:

Full Time

Full Description

About the Role To ensure the smooth delivery of multiple services for PPM contracts to key Channel Islands customers. Reporting the PPM Contracts Manager to ensure PPM and reactive SLAs are met and high standards of service delivery are maintained to allow the continuation of existing contracts and the development of new contracts. To liaise with the Customer on a day to day basis and to maintain regular contract status management information for the PPM Contracts Manager and the senior management team.

Primary Duties Client Relationship Management (CRM)

Managing day to day customer relationships ensuring enquiries are dealt with efficiently and in a timely manner.
Escalating any complex issues to the PPM Contracts Manager for action in a timely manner.
Attending regular operational meetings with key customers at a frequency agreed with the customer and the PPM Contracts Manager

Delivering the highest standards of customer care.

Subcontractors

To manage the subcontractor register to maintain relevant health and safety and insurance information ensuring its up to date and accurate.
To maintain relationships with subcontractors to ensure high service delivery for specialist services that the Company does not deliver in house.
To negotiate value for money services with subcontractors to allow effective margins on pricing.
To ensure timely receipt of all subcontractor invoices and ensure that they are in line with signed off programs of works and review subcontractor invoices for accurate provision of costs.
To engage with subcontractors and resolve any disputed invoices in a timely manner.
To ensure all invoices are given to the PPM administrator for input in a timely manner.

Operational

To plan and schedule all PPM and reactive works as and when required for key customers pan islands.
To liaise internally with operational departments to ensure that delivery of PPM and reactive works happen within SLAs.
To regularly visit PPM sites to ensure high quality service provision – checking on the works carried out by both internal and subcontract suppliers both reactive and PPM. Report any deficiencies to the PPM Contracts Manager or in their absence Commercial FM Business Manager.
To review internal worksheets and costs to allow for timely invoicing by the PPM Administrator.
To oversee customer CAFM systems where applicable to ensure that all jobs raised, both PPM and reactive, are being issued appropriately and completed with SLA’s.
To quote for remedials and minor works where required in conjunction with operational teams.
To ensure the timely provision of larger quotes from internal department managers and subcontractors for review by the PPM Contracts Manager and customers.
To ensure that department managers and sub contractors are informed in a timely manner of all quotations accepted and schedule with them the proposed dates of commencement of works.
To prepare project folders to include all relevant and compliance documentation for review by the PPM Contracts Manager for all projects agreed.
To prepare programs of works with the operational teams for Customer agreement and sign-off.
To engage with all ongoing projects on a day to day basis, providing a weekly update report to the PPM Contracts Manager.
Identify and share business development opportunities with the PPM Contracts Manager and Commercial FM Business Manager.
To support the FM Management Team with the development of robust processes and procedures to improve efficiency and control.
Assist in ad-hoc projects as and when required commensurate to the level of the role.
To escalate in a timely manner any issues or incidents occurring on any customer sites within any PPM contract delivery to the PPM Contracts Manager to ensure these are managed appropriately by the senior management team in conjunction with the Customer.
To maintain live contract excel spreadsheets in relation to all key PPM contracts shared with all PPM Contractor Operators and the PPM Contracts Manager and Management to enable team overview of the operational status of all contracts at all times.
To provide monthly summary reports of all PPM contract information to the PPM Contracts Manager in a timely manner.
The assist the PPM Contracts Manager where required in the preparation of larger bids and tenders.
To participate in an out of hours escalation service for all relevant PPM contracts as an additional support for the 24 hour call centre and department and subcontractor provided 24 hour call out services.
To provide meaningful, current invoices status information with support from the PPM administrator and upcoming pipeline information in order to assist the PPM Contracts Manager with the provision of monthly flash figures and maintenance of department margins.