Contract Support & Helpdesk

Company Profile

CBRE Global Workplace Solutions (GWS) is a leading facilities management provider, delivering integrated workplace solutions that support clients across a wide range of sectors.

Job Title: Contract Support & Helpdesk Operative

The Contract Support & Helpdesk Operative plays a pivotal role in the smooth day-to-day administration of the facilities management contract, acting as the central coordination point between the client, on-site engineering and soft services teams, supply chain, and the wider CBRE GWS account team.

Role Summary:

• The post holder is the first point of contact for all facilities-related requests and queries raised by building occupiers and tenants, ensuring that work orders are accurately logged, tracked, and progressed through to completion within agreed SLA timescales.
• In addition to helpdesk duties, the role encompasses a broad range of administrative, financial, and compliance support activities that underpin effective contract delivery.
• Serve as the first point of contact for all facilities helpdesk requests received via telephone, email, and the CAFM/CMMS system, ensuring all jobs are logged accurately and promptly.
• Assign reactive and planned work orders to the appropriate engineer, supplier, or subcontractor in accordance with priority and SLA requirements.
• Monitor the progress of open work orders and proactively chase outstanding jobs, escalating any at-risk or breached SLAs to the Contract Manager without delay.
• Provide regular status updates to building occupiers and tenants on the progress of their logged requests, ensuring a professional and courteous service at all times.
• Maintain helpdesk data integrity, ensuring all job records are complete, accurately categorised, and closed in a timely manner following confirmation of completion.
• Produce and distribute daily, weekly, and monthly helpdesk performance reports, including SLA compliance, open job age, and reactive volumes for the Contract Manager and client.
• Raise purchase orders for reactive works, subcontractor call-outs, and materials in line with the contract's financial approval matrix and CBRE procurement processes.
• Process supplier invoices, matching against purchase orders and ensuring timely submission for approval and payment.
• Maintain accurate records of contract expenditure against budget, flagging variances or overspends to the Contract Manager promptly.
• Support the preparation of monthly management accounts packs, client reports, and financial summaries.
• Manage Work Order Maintenance (WOM), ensuring all rechargeable works are captured, costed, and submitted for client approval within agreed timescales.
• Assist with the administration of subcontractor purchase orders, including obtaining quotes, raising works orders, and closing out completed works on the CAFM system.
• Act as the on-site system administrator for the CAFM/CMMS platform, maintaining accurate asset data, PPM schedules, and contractor records.
• Create and maintain PPM task schedules, ensuring all planned maintenance activities are correctly programmed and allocated within the system.
• Upload and manage compliance documentation, including service reports, statutory certificates, and risk assessments.
• Produce system-generated reports to support contract governance, client meetings, and compliance audits.
• Provide first-line system support and guidance to the engineering team, ensuring accurate job recording and CAFM compliance.
• Maintain the site compliance tracker, ensuring all statutory inspections, service visits, and certifications are up to date and renewal actions are flagged in advance.
• File and manage all contract documentation, including subcontractor service reports, risk assessments, RAMS, O&M manuals, and insurance certificates.
• Support the preparation and collation of materials for client governance meetings, monthly KPI reviews, and contract audits.
• Maintain the site's Permit to Work (PTW) log, ensuring all permits are correctly issued, tracked, and closed out in a timely manner.
• Ensure all records are maintained in accordance with CBRE GWS document management standards and GDPR requirements.
• Liaise with approved subcontractors and suppliers to schedule and confirm attendance for PPM visits, reactive call-outs, and project works.
• Ensure all subcontractors attending site hold current insurance, RAMS, and induction documentation prior to commencement of works.
• Maintain the approved subcontractor register, monitoring expiry dates for insurance, accreditations, and site induction records.
• Obtain and evaluate competitive quotations for minor works in accordance with the contract's procurement thresholds.
• Provide general administrative support to the Contract Manager and on-site FM team, including meeting coordination, minute-taking, correspondence, and presentation preparation.
• Maintain office supplies and stationery for the facilities management team, managing stock levels and placing orders as required.
• Manage the site's key register, access fob allocation records, and contractor signing-in systems.
• Support the onboarding and induction of new team members, ensuring access to systems, uniforms, and site-specific documentation is arranged in advance.
• Undertake any other reasonable administrative duties as requested by the Contract Manager or Account Manager.

Experience Required:

• Proven experience in an administrative, helpdesk, or facilities coordination role, ideally within a corporate or FM environment.
• Confident and professional communicator with the ability to manage multiple stakeholders simultaneously.
• Strong organisational skills and high attention to detail, with the ability to manage competing priorities and deadlines effectively.
• Experience using CAFM/CMMS systems such as Concept Evolution, Maximo, ServiceNow, or similar for job logging, tracking, and reporting.
• Proficient in Microsoft Office, particularly Outlook, Excel, and Word, including the ability to produce reports and track data.
• Experience processing purchase orders and/or invoices within a structured approval framework.
• A customer-focused mindset with a proactive, solution-driven approach to queries and issues.
• Familiarity with financial processes including WIP management, budget tracking, and month-end reporting.
• Understanding of hard FM services and planned preventative maintenance programmes.
• Knowledge of GDPR requirements in the context of document management and data handling.
• Experience with Microsoft SharePoint, Power BI, or similar reporting and collaboration platforms.

Key Competencies

• Customer & Tenant Focus
• Acts as a professional first point of contact and manages requests with warmth, efficiency, and a solutions-focused approach.
• Organisational Skills
• Manages a high volume of concurrent tasks with accuracy and composure and prioritises effectively under pressure.
• Communication
• Communicates clearly and professionally across all channels and keeps stakeholders informed while managing expectations proactively.
• Attention to Detail
• Maintains high standards of data accuracy and document management and identifies and corrects errors before they become issues.
• Teamwork
• Supports a collaborative culture and builds strong working relationships across the FM team, supply chain, and client stakeholders.
• Adaptability
• Responds positively to changing priorities and business demands and is comfortable operating in a dynamic, fast-paced environment.
• Commercial Awareness
• Understands the financial implications of contract performance and supports the team in managing cost, compliance, and client value.
• Continuous Improvement
• Proactively identifies administrative inefficiencies and suggests practical improvements to processes, systems, and reporting.

DISCLAIMER

This job description is not exhaustive and may be subject to review in conjunction with the post holder and line manager in response to changes in business requirements.