Business Support Administrator

Equans is looking for a Business Support Administrator to join our team on the Clifford Chance Account, based from our offices in London Wall, EC2V on a temporary (12 months) basis. This is a full-time role working 40 hours per week. On offer is a competitive salary and benefits package.

Reporting to the Account Director, the position on offer is to provide administrative support to the senior contract administrator with structured contract business delivery capability. The development of key relationships, robust systems, and processes knowledge will be essential. The candidate will be key in delivering Facility Management excellence within the client and end user environment.

What will you deliver?

• Support site team with best practices and the use of the CAFM system.
• Support the external helpdesk team, establish and maintain good team morale and support in driving performance at a contract level.
• Coordinate the day-to-day tasks of the Helpdesk, ensuring compliance with contractual KPI targets and SLAs.
• Monitor performance and operational reporting inclusive of Monthly and Quarterly data for client reports.
• Support processes for the helpdesk team, ensuring timely assignment and completion of work orders.
• Ensure that all reactive tasks are dispatched to the appropriate operative/team or subcontractor, taking into consideration skill sets and priority.
• Work in collaboration with the BSC team to ensure the 24/7 service received meets the needs of the contract.
• Help produce analytical data reports on reactive work order performance.
• Produce routine reports/statistical data for the contract management team to assist with effective management of the contract.
• Helpdesk point of escalation both internally and externally.
• Develop strong working relationships with engineers/operatives, specialist sub-contractors and fellow managers.
• Monitor and ensure all calls are answered in accordance with the Contractual Requirements and logged accurately and promptly meeting SLA response times for answering calls.
• Prioritise daily tasks and raise major exceptions with TCM and Shift Leaders.
• Ensure that Plannon is kept up-to-date and maintained supported by the site team.
• Effectively operate all software/systems, for example, Plannon/Power BI, as required.
• Ensure proper and accurate feedback is placed back into the system from all completed reactive and PPM tasks performed.
• Deliver effective customer service to customers, ensuring all requests and complaints are dealt with in a courteous, tactful, and timely manner.
• Liaise with client and customers providing feedback and maintaining good working relationship.
• Raise and manage Purchase Orders for callouts, raising services/remedials through effective communication with the service teams.
• Booking in contractors and visitors.
• Raise first line permits to Technical Project Manager to approve.
• Support the digital and operational transition to 2 Aldermanbury Square, support on implementation of digital system and Plannon interface.
• Ensure compliance with corporate and local processes and procedures.

What can we offer you?

• 24 days annual leave (+ public holidays).
• Life Cover equivalent to 1.5 times annual salary.
• Employee discount shopping schemes on major brands and retailers.
• Gym membership discounts.
• Cycle to work scheme.
• Holiday purchase scheme.
• 2 corporate social responsibility days per year.
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes.
• Attractive Employee Referral Rewards Scheme.
• Access to our growing employee networks.
• 24/7 Employee Assistance Program and access to mental wellbeing app.

Who are you?

• Understanding of FM business or similar environment.
• Working knowledge of MS Office including Excel and Outlook.
• Experience in using Planon or similar CAFM system.
• Able to work as part of a team and interact with Client and Suppliers.
• Experience in using business finance and administration systems such as SAP, Oracle, Coupa.
• Use of reporting tools such as Power-Bi would be preferable but not essential.
• Previous experience working in a high-end, fast paced environment.

Equal Opportunities

As part of our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010. At Equans we're committed to delivering a culture where everyone's voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you'll find a welcoming and open workplace where you're supported and encouraged to be your true self at work. You'll also have access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Veterans & Reservists, WOMEN Together (representing women in Equans), Working Parents, and Young Professionals.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.