Lead Framework Administrator in Wellingborough

Job Advert

Emplas is one of the UK’s largest window and door fabricators, with a proud history stretching back to 1979. As a manufacturer of high quality double glazing, we work in partnership with leading window system suppliers to deliver some of the most advanced, low maintenance and energy efficient aluminium and uPVC windows and doors available today.

As both uPVC and aluminium window manufacturers, we support customers across the trade, new build, social housing and education sectors. Our long standing reputation has been built on service excellence, reliability and doing the right thing for our customers.

Above all, Emplas is a place where people matter.

We’re a hardworking, supportive team who live by our values of integrity, teamwork, determination, excellence and pride, all working together to achieve our purpose: Improving Britain’s homes. If you would like to learn more about us, why not visit our website at Window Manufacturers & Window and Door Suppliers | Emplas

Position

To lead the day-to-day administration of framework and refurbishment contracts, maintaining accurate records, coordinating survey and installation bookings, and providing a proactive resident liaison service.

The role will act as a key point of contact for residents/customers, clients and internal teams, ensuring appointments are arranged efficiently, information is kept up to date and work progresses in line with agreed service requirements.

You will be:

• Maintaining framework, contract and project records, trackers, master schedules and associated administration to ensure information is accurate and current.
• Coordinate information between the Commercial, Survey, Processing, Installation, Contract Management and Aftercare teams to support smooth progression of works.
• Update EVA CRM and other relevant business systems promptly, ensuring appointment, resident, survey and installation information is correctly recorded
• Monitor outstanding actions, upcoming appointments and exceptions, escalating risks or delays to the appropriate manager before they affect delivery.
• Prepare and maintain client or internal reports, programme updates and administrative information required for framework review meetings
• Support the Commercial team with general framework administration, document control and communication with clients and contractors
• Act as a professional first point of contact for residents/customers in relation to surveys, installation appointments and associated access arrangements.
• Contact residents/customers by telephone and other approved communication methods to arrange, confirm and where necessary rearrange survey and installation bookings
• Provide clear appointment information, including expected access requirements and relevant practical information supplied by the project team.
• Maintain accurate records of contact attempts, confirmed appointments, cancellations, no-access issues and resident/customer feedback on the relevant system.
• Work proactively with residents/customers and internal teams to maximise successful access and minimise failed appointments.
• Provide customer contact and booking cover from 10.00am to 6.00pm, extending availability beyond standard working hours and improving the opportunity to reach residents who may be unavailable during the working day.
• Handle resident/customer enquiries professionally and sensitively, resolving straightforward issues and escalating complaints, safeguarding concerns or technical matters through the appropriate internal route.
• Work with Survey and Installation teams to maintain forward visibility of appointments and ensure bookings support agreed project programmes and operational capacity.
• Monitor agreed service requirements, appointment status and administrative KPIs, highlighting emerging issues and supporting recovery actions where required.
• Ensure changes to programmes, appointments or customer requirements are communicated quickly to affected internal teams and stakeholders.
• Maintain high standards of customer service, accuracy and right-first-time administration across all framework activity.
• Achieve team KPIs and personal targets as set by the Commercial management team.
• Maintain appropriate confidentiality and handle resident/customer information in accordance with company requirements and applicable data protection obligations.
• Build positive working relationships with residents/customers, clients, contractors and colleagues, representing Emplas in a professional manner at all times.
• This is not an exhaustive list and will be subject to any other duties or responsibilities as required by the demands of the business and appropriate to the grade and level of this role.

Requirements

You will have:

• Customer service or resident liaison experience, with confidence communicating by telephone with a wide range of customers.
• Experience of coordinating appointments, diaries, bookings or operational schedules in a busy environment.
• Strong administrative experience with accurate record keeping and the ability to manage multiple live actions.
• Experience within social housing, refurbishment, construction, windows and doors, or a similar resident-facing environment.
• Experience of working on framework contracts or programmes involving multiple sites, residents and stakeholders.
• Experience of using Window Designer or similar software.
• Excellent customer service and communication levels.
• Experience using CRM, scheduling or contract administration systems; EVA CRM experience would be advantageous.
• Excellent written and verbal communication skills, with a confident and professional telephone manner.
• Excellent organisational, planning and diary-management skills, with the ability to prioritise competing demands.

Other information

Working hours - Monday to Friday - 10:00am - 18:00pm (37.5 hours per week)

Salary - £30,000 per annum

Thank you for your interest in working for Emplas Window Systems. Unfortunately, we cannot provide visa sponsorship at this time. All applications must have the right to work in the UK to be considered.

Strictly no agencies.

We welcome applications from everybody regardless of gender or age and from any and all backgrounds.

Why Join Us?

At Emplas, we believe in rewarding our team with more than just a competitive salary. Our benefits package is designed to support your wellbeing, work-life balance, and personal growth:

• Career progression and personal development.
• 28days annual leave. 1 day extra for every 5 years of service, ability to purchase up to 3 days.
• Holiday Purchase Scheme – Need more time off? Purchase additional holiday to suit your lifestyle. You can buy up to 3 extra days, with 1 additional day available for every 5 years of service.
• Birthday Off – Celebrate your special day with a paid day off, on us
• Retail vouchers
• Company Pension 3% company contribution, 5% employee contribution. Changing to 5% company contribution, 3% employee contribution following completion of 5 years service.

#J-18808-Ljbffr