Assistant Contract Manager

Job Description Role Overview: The successful candidate will be responsible for supporting the Contract Manager of the heating planned service works and response maintenance function. They will report directly to the Contract Manager and work closely with the field-based Maintenance Manager. Reports to: Contract Manager Direct Reports: Administration Staff Working Hours: Monday Friday 9am 5pm Flexibility is required Additional Benefits: Competitive Salary Pension Life Assurance (terms apply) Health Cash Plan Membership Roles & Responsibilities: Provide excellent customer service in handling calls from tenants, ensuring needs are met first time where possible Deal with queries from the client and find resolutions to issues raised Responsible for first stage complaint handling, escalating to Contract Manager if necessary. Preparation of management reports Monitor KPI requirements to ensure targets are met on a daily/monthly basis Track, report and monitor all maintenance team performances to ensure the timely processing of all tasks. Monitor and identify any areas of concern affecting contract delivery Supervision of administrative team, including the delegation of tasks to appropriate staff members, Conduct staff training within assigned departments for continuous process development and for all new administrative staff. Sign-off and approval of timesheets and holidays requests. Continually review / change processes and procedures as required to deliver best results All other contract administrative duties as required and in accordance with the business needs Call handling support as required, this is to include escalated queries relating to potential PLICs, customer complaints, contract compliance and technical issues. Defining new processes and systems to accommodate contract development Any other duties deemed necessary by management Personnel Specification: Essential Criteria: A minimum of 2 years experience working in an administrative role on Social Housing contracts Experience supervising staff A high level of IT literacy Desirable Criteria: Previous experience working in a supervisory role on Social Housing contracts Personal Characteristics: Be self-motivated and driven Ability to build and maintain relationships Excellent Communication Skills Ability to work under pressure Ability to work within specified timeframes Ability to use own initiative Ability to work as part of a team Strong attention to detail The H&A Group are an equal opportunities employer. Skills: social housing supervisory experience Benefits: pension health cash plan length of service benefits