Essential Duties and Responsibilities: To act as Contract Manager, ensuring the delivery of cost effective, value for money service whilst maintaining the spirit of partnership working. To act as first point of contact for your contract dealing with any complaints that arise, attending properties with client, completing QC work and attending their offices on a regular basis in order to build a good working relationship. To ensure adequate records are completed correctly and kept to defend any legal cases brought against the Company or its employees. To promote and support the overall goals of the Company. In conjunction with the other Managers, to sustain and improve both service delivery and customer service satisfaction. To ensure correct skill & competence levels of team are met in the scope of your contract. To act as client liaison, developing relationships and working towards improvement of contract. This will include regular visits to the client’s offices and attending meetings. To deal with any complaints / queries as quickly and efficiently as possible and to act as an ambassador for TSG, maintaining a high standard of dress & discipline at all times. To deal with any technical complaints that arise on a timely basis ensuring good records are maintained including how they are resolved. To offer technical guidance to operatives as and when required. To regularly update the Operations & Assistant other Managers on any issues that arise with your contract or if you have any particular concerns. To effectively manage and monitor the work and performance of the contract's mobile servicing team through effective regular individual supervision, and to be accountable for the quality of the work of both individuals and the team. To ensure that the team is customer focused and offers a very high standard of customer service. To maintain and promote the Company's policies and procedures and to provide guidance to staff on their implementation, ensuring staff comply with the Company's statutory and legal obligations and adopt best practice. To ensure all paperwork or electronic data relevant for each job has been correctly filled out, monitor the operatives timekeeping and information entered on time/job sheet. To be responsible for all matters of discipline and performance of staff, in line with Company procedures. To deal quickly and efficiently with any sub-standard performance and act accordingly. To assist in staff selection procedures and appointments, in line with Company policy ensuring all paper work is up-to-date and sent to the relevant person. To carry out staff inductions and conduct individual staff appraisals, identifying training and developmental needs in order to sustain and enhance the services of the Company. To ensure all operatives have the correct equipment and stock to carry out their tasks safely and ensure they use the appropriate PPE and take action if required. To check that operatives are ordering the correct parts ensuring they are not ordering parts which should be in their van stock. To monitor parts reports and be proactive in resolving key problem areas. To ensure vans are inspected regularly making sure that they are clean and tidy and comply with all the road traffic regulations. Once made aware, to investigate jobs that have had a number of visits and identify why there have been a number of visits and resolve accordingly. To liaise with the office administrators and give guidance on job allocations. To ensure that operatives are keeping their appointments and to take action if they are being broken without reasonable explanation. You must also ensure that any "no accesses" are genuine. To manage relevant subcontractors, ensuring all Company procedures are followed. To undertake training and attend training courses as required. To ensure the appropriate tool box talks are carried out in relation to Company policies and procedures, operational and contractual requirements and any legal obligations. To actively help in your own training and development by ensuring that the appropriate person is aware of your short falls and your training needs. To assist in the training of apprentices as appropriate. To ensure compliance at all times with safety regulations and legislation. To ensure Health & Safety standards set by the Company and other relevant bodies are adhered to at all times and that all work is carried out within current statutory regulations. To ensure safety inductions are carried out with all new reports, including direct labour and subcontractors. To ensure the security and correct operation of equipment supplied, i.e. Tools, vehicles, mobile phones, PDA's, etc. To provide "out of hours" cover when required and ensure all out of hours call-outs are completed as efficiently as possible. To oversee and be available via phone out of normal working hours, for assisting to resolve emergencies and emergency call-outs. To work outside of normal working hours and being flexible as can be reasonably expected as and when required. To help out with any other duties as and when required in order to meet the needs of the business. You are expected to be as flexible as possible