Job Summary: Contract Administrator (Refrigeration)

City Facilities Management (UK) is recruiting a Contract Administrator to join their CBES Service Desk at the Glasgow Head Office. This role is specifically dedicated to the Co-op account, serving as the critical nerve centre for all refrigeration-related issues across their retail estate.

You will be the primary link between the customer (Co-op stores), field engineers, and external suppliers, ensuring that refrigeration failures—which can lead to significant stock loss—are resolved rapidly and accurately.

Key Responsibilities

1. Service Desk & Call Handling

First Point of Contact: Manage high volumes of inbound and outbound calls and electronic communications regarding refrigeration faults.
Job Logging: Accurately record all technical information on a bespoke database, ensuring every field is completed to support a clear audit trail.
Emergency Escalation: Follow strict escalation protocols, particularly for incidents involving Health and Safety or critical equipment failure.

2. Planning & Dispatch

Engineer Scheduling: Assign field engineers to priority jobs, balancing their workload to maximize daily efficiency and travel time.
Contractual Oversight: Monitor the response times of both internal engineers and external contractors to ensure every job is completed within the agreed SLA (Service Level Agreement).
Workload Prioritization: Continuously assess engineer activity and reschedule as necessary to meet changing contractual priorities.

3. Data & Finance Administration

KPI Reporting: Efficiently track and report on key contractual metrics, including spare parts tracking and refrigerant gas usage.
Financial Processing: Accurately process purchase orders and invoices in line with company procedures.
Compliance: Ensure all managed documentation meets statutory regulations for the refrigeration industry.

Role Details

Location: Glasgow Head Office (CBES Service Desk).
Department: Refrigeration (Co-op Account).
Reporting To: Co-op Service Desk Team Leader.
Basis: Permanent, Full-time.

Candidate Requirements

Skills & Abilities:

Communication: Ability to communicate fluently and confidently with both customers and management without constant supervision.
Organization: Proven ability to prioritize a heavy workload and meet tight deadlines in a fast-paced environment.
Tech Literacy: Comfortable using bespoke IT systems and databases for accurate data entry and reporting.
Teamwork: A collaborative mindset focused on delivering “excellent service” to the client.

Key Performance Indicators (KPIs):

Effective management of outstanding/open jobs.
Accuracy in reporting parts and gas usage.
Efficiency of field engineer scheduling (minimizing downtime).

The Refrigeration Maintenance Workflow

In retail facilities management, “Refrigeration” is a high-priority trade. A failure doesn’t just mean a broken machine; it means potential food waste and health risks.

Why this Role is Critical for the Co-op Account

Stock Protection: By scheduling engineers efficiently, you directly prevent “shrinkage” (food waste) caused by rising fridge/freezer temperatures.
Environmental Compliance: Tracking gas usage is a legal requirement. Your accuracy ensures that the company and the client meet their F-Gas regulatory obligations.
Operational Efficiency: You are the “conductor” of the field team; your ability to maximize engineer activity directly impacts the profitability of the contract.

Application Tip: Focus on “Priority Triage”

The CBES Service Desk operates in a high-pressure environment where everything feels like an emergency.

Multi-tasking: In your application, provide a specific example of when you had to manage multiple high-priority tasks simultaneously (e.g., handling an emergency leak while scheduling routine maintenance).
Accuracy over Speed: Emphasize your attention to detail. In this role, a wrong address or an incorrectly logged part can lead to hours of wasted time for an engineer.

Customer Service: Mention any experience you have in “de-escalation”—calming down a store manager while clearly communicating the plan for repair.

City Facilities Management (UK) is a global leader in integrated facilities management, headquartered in Glasgow. Founded in 1985 by Lord Willie Haughey and Lady Susan Haughey, the company began as a refrigeration maintenance firm and has since evolved into one of the world’s largest privately owned FM providers. City is distinguished by its unique “partnership model,” where it acts as a long-term, collaborative extension of its clients’ businesses rather than a traditional service contractor.

Culture and Operations

The company is headquartered at Caledonia House, 2 Lawmoor Street, Glasgow, G5 0US. Despite its international scale, City maintains a family-led ethos centered on transparency and innovation. A key pillar of their operations is the “self-delivery” model, which utilizes in-house, multi-skilled technicians to manage everything from refrigeration and electrical work to cleaning and energy management. This approach ensures high standards of safety and quality while reducing the need for external subcontractors.

Key Company Highlights

Feature	Details
Specialization	Integrated FM, Refrigeration, and Energy Management
Glasgow HQ	Caledonia House, 2 Lawmoor Street, Glasgow, G5 0US
Workforce	Over 9,000 employees in the UK (part of a global team)
Core Value	“OneCity” — a collaborative, partnership-driven culture
Major Partnerships	Long-standing total FM partner for Asda since 1995
Climate Goal	Committed to achieving Net Zero emissions by 2040

Specialist Divisions

City operates through several dedicated arms to provide a comprehensive suite of services:

City FM: Provides 24/7 service desk, cleaning, and maintenance, specializing in the retail, healthcare, and leisure sectors.
CBES (City Building Engineering Services): Focuses on construction and engineering solutions, including design, project management, and specialized fire and security systems.
Energy Management: A strategic division that uses data and technology to help partners optimize their energy usage and reduce carbon footprints.

2026 Strategy and Sustainability

In 2026, City is entering a critical “delivery phase” of its sustainability roadmap. The company has had its near-term and net-zero targets validated by the Science Based Targets initiative (SBTi), aiming for a 49.7% reduction in absolute Scope 1 and 2 emissions by 2030. Their 2026 initiatives include:

Green Fleet Strategy: Transitioning its extensive service fleet to electric vehicles.
Smart Data Analytics: Leveraging advanced tools like Power BI and Microsoft Dynamics to drive operational efficiency and predictive maintenance.
Leadership Development: The “Pathways” programme continues to be a cornerstone of their culture, with 70% of graduates progressing into leadership roles within the business.

To apply for this job please visit www.cityfm.com.