Leads a small helpdesk and contract support team while overseeing workflow, client queries, financial reporting, work orders, purchase orders, billing, WIP, PPM documentation, timesheets, expenses, and supplier invoices. Maintains accurate contract records, supports subcontractor administration, resolves queries, and coaches the team to deliver strong customer service across engineering and facilities contracts.
Lead Contract Support
Location: Central London
Type: Full‑time, Permanent
We are looking for a Lead Contract Support to join our team in London, providing vital operational and administrative support across our engineering and facilities contracts. In this role, you will lead a team of 2–3 Helpdesk Operatives, ensuring high standards of service delivery, strong financial administration, and excellent client communication.
What You’ll Be Doing
- Lead, support and develop a team of 2–3 Helpdesk/Contract Support Operatives.
- Act as the first point of escalation for day‑to‑day queries from the BGIS team and clients.
- Oversee daily workflow, ensuring tasks are actioned, prioritised, and completed on time.
- Produce financial and statistical reports for the contract portfolio.
- Raise work orders, jobs, and quotations, and generate purchase orders for engineers and subcontractors.
- Manage monthly billing processes and ensure accurate completion of all paperwork.
- Monitor and manage Work In Progress (WIP) to support timely invoicing.
- Ensure Planned Preventative Maintenance (PPM) tasks are raised, closed, and documented.
- Maintain accurate and compliant client documentation and subcontractor records.
- Process weekly timesheets, job sheets, expenses, holiday and sickness logs.
- Process supplier and subcontractor invoices, resolving queries where needed.
- Support and coach your team to deliver excellent customer service at all times.
- Take ownership of assigned tasks through to completion.
What We’re Looking For
- Experience in a Contract Support, Helpdesk, or FM administrative role.
- Previous experience overseeing or supporting a team (desirable but not essential).
- Good understanding of financial processes, WIP, and reporting.
- Familiarity with work order systems and purchase order processes.
- Strong communication and organisation skills.
- Proficient in Microsoft Office (Excel, Word, Outlook).
- Ability to manage multiple tasks in a fast‑paced environment.
At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success! #BGISUK
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