Wakefield Your New Job Responsible for managing key client contracts as a single point of contact, including responsibility for financial performance and will have total ownership of customer satisfaction and monitoring of CSAT measurements and driving subsequent findings, always an ambassador in the Ipsum Way and Ipsum Values. The Contract Manager will look to develop opportunities, identifying remedial works, maintenance pull through works, project work and cross selling between Ipsum business units.The Lead will also be responsible for ensuring client retention, this shall include pricing for contract renewals to the appropriate price/margin, ensuring we receive renewed contracts and identify areas of contract scope growth. The Contract Manager will develop internal interfacing, working with Planning, Operations and Sales, ensuring efficient and consistent client interface with clear communication lines. This shall also include management of subcontractors and suppliers, ensuring they work in accordance with the Ipsum Way and Ipsum Values. Accountable for ensuring works are scheduled in a professional and efficient manner working with Ipsum’s planning, operations and projects teams, and in compliance with Health and Safety legalisations. Should always identify potential issues before they become an issue, ensuring appropriate control measures are implemented – always keeping clients involved. Principal Accountabilities: Managing Key Client and Key Contracts, as a single point of contact and focal point, streamlining communications and ensuring a consistent Ipsum approach. Responsible& accountable for contract financial performance, ensuring all prices and margins are consistent, monitored and controlled. Complete ownership of customer satisfaction and for client retention. Monitoring of CSAT measurement, reviewing findings and accountable for implementing actions from CSAT findings. Identify sales opportunities through site visits, reviewing of maintenance & inspection reports and clients width of wallet for OPEX/CAPEX plans. Responsible and accountable for the efficient delivery of existing contracts to ensure client satisfaction and sound commercial performance. Accountable for consultation and collaboration with the Maintenance and Projects Sales teams for strategy and pricing of maintenance renewal contracts, and for pricing remedial, pull through and project works resulting from maintenance contracts. The Contract Lead will be an Ipsum focal point, working with Ipsum Operations, Planners, Projects, Sales, Finance & Commercial -ensuring a smooth and consistent approach and communications with clients. To ensure works under your control are carried out in a professional and courteous manner and liaise with customers to meet their requirements in full. Working with Planning and Projects teams to ensure works are scheduled efficiently, with adequate and competent resources, and that all reports are issued in a timely manner. Working with specialist subcontractors ensuring they perform to Ipsum standards and follow the Ipsum Way. Consult with Planning, Operations and Projects teams to define requirements, scope, and objectives and ensure that if work is to evolve, we adhere to client requirements. Ensuring tasks are planned and completed within clients target response SLA (whilst also being aware of the balance between achievement and cost implications). Consult with Operations, Planning and Project teams to ensure appropriate resource and functional coverage is always maintained to suit the demands of the business and client.Accountable for identifying labour gaps and working with Operations teams to provide resource. Ensure that all Ipsum activities comply with statutory legal requirements and understand the commercial requirements and deliverables of the contract. To attend meetings as and when necessary to ensure customer satisfaction, client relationship management, scope and tender definition, and Ipsum business development and sales pipeline. Accountable for resource utilisation and productivity on the contract and reporting these to the operations team.This may include attendance at periodic operational and/or planning meetings to highlight and discuss resourcing/utilisation issues.Working with planning team to keep non-productive time to a minimum. Be an ambassador for the Ipsum values, vision and goals, and a Health & Safety champion doing the right thing at all times. Account Manager Work Scope accountabilities: Act as the single point of contact and communication with clients. Monitor work progress and handle any issues that arise. Escalate potential unavailability of work orders to the Amey Site Managers and Commercial Team.Identify risk to Ipsum Operations Manager. Responsible for conducting analysis of working hours and assessing discrepancies to discuss with and create actions plans with the Operations team. Accountable for resource being utilised and co-ordinated, for the correct equipment being used on all works, and consulting with Planning, Operations and Engineering teams to ensure resources are in place, and shortages identified to Operations and Engineering teams. Accountable for purchase orders on the contract and in line with approved delegation of authority. Create and maintain comprehensive work documentation, plans and reports, working with Operations and Planning teams to facilitate the works. Liaise with customer for any uplift in costs or cancellation costs and obtain PO cover prior to further works taking place. Liaise with colleagues for resource / documents of previous works subject to customer. Liaise with HR to check clearance applications and training certificates subject to customer. Liaise with HR for GDPR information (IE DOB, NI, Passport etc) subject to customer. Accountable for the resource and equipment utilisation for the successful delivery of the contract. Review of engineers notes from visit. Recording and reporting on remedial actions, ensuring clients are notified of follow on work. Working effectively with the estimates team to process through remedial work to quotation/reactive works. Closing down Contract Manager accountabilities: To report on underutilisation and provide details on the unproductive time root cause analysis on the contract. To process completed jobs through to invoicing or booking new dates for completion. Accountable for providing accurate Application for payment information, and working with Ipsum commercial team to ensure timely submitted of AFP’s, and timely responses and resolutions to under payments. About You Desirable Qualifications [& Professional Membership(s)]: NVQ level 2 English and Maths or equivalent. Desirable Skills & Personal Qualities : Experience of operating in a commercial, multi-divisional organisation. A good understanding of MS office suite. Experience of dealing with clients and supply chain. Previous experience in management of complex work streams. Skills & Personal Qualities: Exceptional communication skills. A strong sense of initiative. The ability to build excellent working relationships. A positive and proactive mindset, willing to learn and progress. A warm, professional, and confident manner. Remain calm under pressure and can communicate with internal and external parties. Takes a 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. Be experienced in multitasking and prioritising own workload. Good organisational, presentation and punctuality skills. Your New Company The UK’s utility sector is ever evolving and expanding to meet increasing customer requirements. At Ipsum, our vision is to be the leading customer service-focused provider of specialist utility and infrastructure solutions, operating on both public and private networks. We are looking for someone passionate about the industry and supporting our teams in delivering essential services 4/7/365, making a real difference to local people and communities. At Ipsum, we are committed to supporting and developing our people to chieve their full potential. As a fast-growing and ambitious business, we offer opportunities to acquire a wide range of skills and gain broad and varied experience to help you progress in your career. Our investment in our people enhances our expertise and flexibility, enabling us to deliver the highest standard of service to our customers. Our Benefits We value our people and offer a comprehensive range of employee benefits, including: Career Development: Professional qualifications and accreditation Health & Wellbeing Benefits: Employee Assistance Programme with mental health support and access to counselling Access to 24/7 virtual GP Occupational Health support Tax-Efficient Benefits via Salary Exchange (Salary Sacrifice): Cycle to Work Group Personal Pension Scheme Option to purchase up to 5 additional days holiday per year Employee Discount Scheme: Discounts on hundreds of retailers, including supermarkets, mobile phone/broadband providers, gym memberships, and more Social Committees: Established local social committees with a calendar of regular social events Life Assurance Cover Flexible Working Long Service Awards Volunteer Opportunities: Opportunities to volunteer and make a difference through local community projects and initiatives Ipsum is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity. Please review our Privacy Policy Privacy Policy - Ipsum before applying to this advert to know more about how we store and manage your personal data under GDPR regulations. Recruitment Agencies - Ipsum does not accept 3rd party candidate applications from Recruitment Agencies and as such does not recognize any speculative CVs or T&Cs that are sent to any Ipsum employee.