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Wakefield
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Responsible for managing key client contracts as a single point of contact, including responsibility for financial performance, customer satisfaction, and monitoring CSAT measurements with subsequent actions. The Contract Manager will develop opportunities, identify remedial works, maintenance, project work, and cross-selling between Ipsum business units. The role also involves ensuring client retention, including pricing for contract renewals to achieve appropriate margins, securing renewals, and identifying scope growth areas.
The Contract Manager will coordinate internally with Planning, Operations, and Sales to ensure effective client communication and manage subcontractors and suppliers according to the Ipsum Way and Values.
Accountable for scheduling works efficiently in collaboration with planning, operations, and projects teams, ensuring compliance with health and safety regulations. The role requires proactive identification of potential issues and implementing control measures, keeping clients informed.
Principal Accountabilities:
1. Manage key client contracts as a single point of contact, ensuring streamlined communication.
2. Oversee contract financial performance, monitoring prices and margins.
3. Own customer satisfaction and client retention strategies.
4. Monitor CSAT metrics, review findings, and implement improvement actions.
5. Identify sales opportunities through site visits and review of reports and client budgets.
6. Ensure the delivery of contracts meets client expectations and commercial targets.
7. Collaborate with sales teams on strategy and pricing for maintenance renewals and additional works.
8. Act as the primary Ipsum contact, liaising with various teams for consistent communication.
9. Ensure works are conducted professionally, courteously, and to client specifications.
10. Coordinate scheduling with planning and projects teams, ensuring resource adequacy and timely reporting.
11. Manage subcontractors to adhere to Ipsum standards and values.
12. Define work scope and objectives with internal teams, adapting to evolving client needs.
13. Meet response SLAs, balancing achievement with cost efficiency.
14. Maintain resource coverage and identify labor gaps in coordination with operations.
15. Ensure statutory compliance and understand contractual deliverables.
16. Participate in meetings for customer satisfaction, relationship management, and business development.
17. Report on resource utilization and productivity, discussing issues in operational meetings.
18. Promote Ipsum values, safety standards, and act as a safety champion.
Account Manager Work Scope Accountabilities:
1. Single point of contact for clients.
2. Monitor work progress and address issues.
3. Escalate work order issues and identify risks.
4. Analyze working hours, discrepancies, and create action plans.
5. Manage resource utilization, equipment use, and liaise with planning and engineering teams.
6. Oversee purchase orders within delegated authority.
7. Maintain comprehensive documentation and reports.
8. Coordinate with clients on cost adjustments and obtain PO approvals.
9. Manage resource and documentation queries related to previous works.
10. Coordinate with HR on clearance, training, and GDPR documentation.
11. Ensure resource and equipment utilization for contract success.
12. Review engineers' visit notes, report remedial actions, and coordinate follow-up works.
Closing down Contract Manager Accountabilities:
1. Report underutilization and analyze root causes.
2. Process completed jobs for invoicing or reschedule as needed.
3. Provide accurate payment applications and work with the commercial team on payments and underpayments.
About You
Desirable Qualifications & Memberships:
* NVQ level 2 in English and Maths or equivalent.
Desirable Skills & Personal Qualities:
* Experience in a multi-divisional, commercial organization.
* Proficiency in MS Office.
* Experience dealing with clients and supply chain management.
* Experience managing complex work streams.
Skills & Personal Qualities:
* Exceptional communication skills.
* Strong initiative and relationship-building abilities.
* Proactive, positive attitude with a willingness to learn.
* Professional, confident, and calm under pressure.
* Prides in continuous improvement.
* Customer-focused team player with organizational skills and numeracy proficiency.
* Ability to multitask and prioritize effectively.
About Your New Company
The UK's utility sector is evolving rapidly. Ipsum aims to be a leading customer service-focused provider of utility and infrastructure solutions across public and private networks. We seek passionate individuals committed to delivering essential services 24/7/365, making a positive impact on communities.
We support our employees' development through training, qualifications, and broad experience opportunities, fostering expertise and flexibility to ensure high standards of service.
Our Benefits
* Career development with professional qualifications.
* Health & wellbeing support, including mental health services and virtual GP access.
* Occupational health support.
* Tax-efficient benefits like Cycle to Work and pension schemes.
* Additional holiday options and employee discounts.
* Social events, life assurance, flexible working, and community volunteering opportunities.
Ipsum is an equal opportunities employer and encourages applications regardless of background. Please review our Privacy Policy before applying. We do not accept third-party CVs or T&Cs from recruitment agencies.
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