We have a fantastic opportunity to join our Team in Wakefield Private Networks Division as Key Account Contract Manager.
You will act as the single point of contact for key clients, responsible for contract performance, customer satisfaction, and financial outcomes. The role ensures high-quality delivery of planned and reactive works, drives customer retention, identifies new opportunities, and promotes the Ipsum Way and Values - working closely with Planning, Operations, Projects, Sales, and subcontractors to ensure smooth, efficient service delivery.
Responsibilities
* Act as the primary client contact, ensuring clear communication and consistent service.
* Own customer satisfaction, monitor CSAT results, and drive improvement actions.
* Ensure timely renewal of contracts at appropriate pricing and margin.
* Identify new work opportunities from site visits, maintenance reports, and client budgets.
* Attend client meetings on performance, scope, issues, and future opportunities.
* Ensure work is planned, resourced, and delivered efficiently in line with H&S requirements.
* Coordinate with Planning, Operations, and Projects to schedule works and allocate competent resources.
* Manage subcontractors and suppliers to ensure they meet Ipsum's standards.
* Review engineering reports, identify remedial actions, and progress follow-on works in line with contractual SLA's and KPI's.
* Manage contract financial performance, including pricing, margins, cost control, and forecasting.
* Ensure accurate purchase orders, variations, and client approvals are in place.
* Support invoicing and Applications for Payment, ensuring timely submission and resolution of queries.
* Report on utilisation, productivity, and root causes of unproductive time.
Qualifications & Attributes
* Experience of operating in a Commercial, Multi-Divisional organisation with field based service background and experience (HV industry an advantage).
* Experience of dealing with major clients and supply chain and management of complex work streams and service management systems.
* Exceptional communication skills with a strong sense of initiative and the ability to build excellent working relationships.
* A positive and proactive mindset, willing to learn and progress with a warm, professional, and confident manner.
* Remain calm under pressure and can communicate with internal and external parties, taking personal pride in making improvements.
* A customer focused individual who is a team player, with an ability to identify where their assistance will help colleagues.
* Highly organised with excellent numeracy skills and be experienced in multitasking and prioritising own workload.
* Good organisational, presentation and punctuality skills.
We believe in looking after our people, and it shows. When you join Ipsum, you're not just taking a job, you're starting a career with real support behind it.
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