Description
We are seeking a Contract Support & Business Engagement Coordinator to join our team in Glasgow City Centre. You will be responsible for the day-to-day administration, coordination and management of our cleaning helpdesk function.
Your main duties will include:
- Managing the day-to-day operation of the Helpdesk Dashboard
- Receiving, logging and prioritising service requests from levy-paying businesses and stakeholders
- Maintaining accurate records of all jobs raised, assigned, completed and closed via CAFM system
- Scheduling works with operational teams and gaining full completion report updates and pictures
- Liaising daily with operational supervisors and cleaning teams
- Monitoring job completion performance and service levels
- Coordinating reactive and planned work requests
- Ensuring photographic evidence and job completion records are received and stored appropriately
- Tracking outstanding actions and escalating issues where service delivery may be impacted
- Maintaining contract documentation, records and audit trails
- Identifying trends, recurring issues and areas requiring additional attention
- Supporting continuous improvement initiatives across the contract
You will also be responsible for:
- Acting as the primary point of contact for levy-paying businesses regarding cleaning service requests
- Proactively engaging with businesses through telephone contact, email correspondence and face-to-face visits to seek approval for graffiti removal works on their premises
- Gathering customer feedback following completion of works
- Promoting positive engagement between ABM and the Glasgow business community
In addition, you will be required to:
- Produce weekly and monthly performance reports
- Analyse service delivery data and identify trends and opportunities
- Develop and maintain performance dashboards
- Prepare monthly contract review reports and presentations
- Maintain accurate records of jobs received, jobs completed, response times, customer satisfaction and business engagement activity
The ideal candidate will have:
- Previous experience in contract administration, helpdesk management or service coordination
- Strong customer service and stakeholder engagement skills
- Excellent organisational and planning abilities
- Experience producing management reports using PowerPoint and Excel
- Strong communication skills, both written and verbal
- Proficiency in Microsoft Office, particularly Excel, PowerPoint and Outlook
- Ability to manage multiple tasks and priorities simultaneously
- Confidence engaging with businesses and stakeholders