JOB TITLE: Contract Support & Business Engagement Coordinator

REPORTING TO: General Manager

LOCATION: Glasgow City Centre

CONTRACT: Full Time

HOURS: 40 hours per week

SHIFT PATTERN: Monday to Friday

SALARY: Competitive

ROLE OVERVIEW AND PURPOSE

The Contract Support & Business Engagement Coordinator will be responsible for the day-to-day administration, coordination and management of cleaning helpdesk function. The role will act as the central point of contact between businesses, the ABM operational team and our client, ensuring that service requests are accurately logged, scheduled, completed and reported.

In addition to managing reactive service requests, the postholder will proactively engage with businesses throughout Glasgow city centre to increase awareness of the services available, identify opportunities for environmental improvements, obtain permissions for works such as graffiti removal, and promote greater utilisation of the contract.

The role will also be responsible for producing monthly contract performance reports and developing board-level reporting packs to demonstrate service delivery, outcomes and value to stakeholders.

KEY RESPONSIBILITIES

Helpdesk & Contract Administration

· Manage the day-to-day operation of the Helpdesk Dashboard

· Receive, log and prioritise service requests from levy-paying businesses and stakeholders ensuring responses are issued timely manner.

· Maintain accurate records of all jobs raised, assigned, completed and closed via CAFM system.

· Schedule works with operational teams and gain full completion report updates and pictures.

· Liaise daily with operational supervisors and cleaning teams.

· Monitor job completion performance and service levels.

· Coordinate reactive and planned work requests.

· Ensure photographic evidence and job completion records are received and stored appropriately.

· Track outstanding actions and escalate issues where service delivery may be impacted.

· Maintain contract documentation, records and audit trails.

· Identify trends, recurring issues and areas requiring additional attention.

· Support continuous improvement initiatives across the contract.

Customer & Stakeholder Engagement

· Act as the primary point of contact for levy-paying businesses regarding cleaning service requests.

· Proactively engage with businesses through telephone contact, email correspondence and face-to-face visits to seek approval for graffiti removal works on their premises.

· Gather customer feedback following completion of works.

· Promote positive engagement between ABM and the Glasgow business community.

Reporting & Performance Management

· 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:

o Jobs received

o Jobs completed

o Response times

o Customer satisfaction

o Business engagement activity

SKILLS AND EXPERIENCE REQUIRED

Essential

· 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.

· Proficient in Microsoft Office, particularly Excel, PowerPoint and Outlook.

· Ability to manage multiple tasks and priorities simultaneously.

· Confidence engaging with businesses and stakeholders.

Desirable

· Experience using help desk or CAFM systems