Contract Supervisor

at  Thermatic Group

We are looking for a Contract Supervisor to join our account teams supporting a new contract operating across the UK at Thermatic Technical FM.
Thermatic Technical FM provide complete nationwide coverage, across the full spectrum of Hard FM services to large, commercial clients. Our team of mobile engineers are supported by the account teams at Head Office to provide both reactive breakdown and planned maintenance services to our clients.
As a Thermatic Contract Supervisor you are a member of the Operations team. The Operations Team’s main aim is to deliver agreed services to our customers with the upmost standard and efficiency, whilst maintaining and delivering all cost lines.
As a Contract Supervisor you will support this purpose by supervising the contract between the customers and our engineers, ensuring the contract runs smoothly and efficiently and distributing work across the teams. You are also responsible for the profit and loss of the contract/s.

KEY SKILLS, EXPERIENCE & QUALIFICATIONS:

• Contract supervisory experience, preferably within a similar role with the facilities management industry
• Awareness of gross profit and driving efficiencies, and how to impact/improve
• Advanced understanding of customer needs and expectations
• Technical awareness or experience is advantageous
• Strong customer service and interpersonal skills to deal with different customers and departments within the business
• Multitasking and time management skills to manage multiple customers and tasks at the same time
• Attention to detail and strong organisational skills
• Outstanding problem-solving skills to address customer complaints or needs
• Analytical skills for analysing customer data
• Advanced negotiation and motivational skills
• Computer literate, Microsoft office
• Ability to lead and manage a team

• Effectively supervise the day-to-day operation of the contract(s)
• Prepare work for engineers and allocate work to the contract team and Technical Services Centre
• Respond to questions and requests for information – internally and/or externally
• Manage all administrative tasks on contract, from initial call out to completion and invoicing
• Prepare quoted works and follow on visits for controlled handover to Technical Services Centre
• Review client portal to ensure it is kept up to date with all relevant information
• Ensure previous day’s work is reviewed to assess the status of work and action where appropriate, understand why status is as is and manage/support team where necessary
• Answer all external calls and emails in a timely manner, ensure that the team are actively doing so too
• Confirm delivery of required parts prior to engineer allocation
• Confirm full job details, including hours, materials, access, skill set required, RAMS, permits before handover of jobs to TSC
• Actively seek feedback on operational performance, act upon feedback where possible and escalate when needed
• Attend client meetings to deliver operational updates when required
• Manage work in progress to ensure jobs are completed and invoices are raised in a timely manner
• Review mitigation report to understand why jobs are not profitable, identifying opportunities and enabling action to be taken to improve
• Ensure compliance and due diligence with all contractual requirements and KPI’s
• Ensure compliance with legislative requirements, e.g. correct certificates needed and issued on completions on jobs