Contracts & Database Administrator
The Contracts & Database Administrator plays a vital role in delivering a seamless and professional experience to all our customers. Acting as a key point of contact for both existing and new contract sales, this role ensures every customer interaction reflects our commitment to quality and service excellence.
As the administrative backbone for internal and external stakeholders, you will provide outstanding customer support while maintaining accuracy, efficiency, and attention to detail across all contract and database processes.
This position requires a proactive mindset, strong organisational skills, and confident communication. Working closely with the Administration Supervisor, you will help ensure full process compliance for new contract sales and mobilisation activities, supporting a wide range of customer requirements in line with our Customer Charter.
Contract Mobilisation & Sales Support
* Establish and implement new contract sales processes, supporting mobilisation and demobilisation as directed by the Administration Supervisor.
* Work closely with Account Managers to meet customer expectations while supporting agreed internal SLAs and adhering to the 15th monthly cut-off for future months' PPMs.
* Prepare and validate mobilisation and data change upload sheets, ensuring accuracy and clear communication.
* Identify and resolve account issues post-mobilisation, data changes, or system integration.
* Process cancellations of contracts, calls, system charges, systems, sites, and customer records accurately and in a timely manner.
Systems, Data & Reconciliation
* Alignment of customer schedules, updating customer purchase and/or work orders on internal systems, ensuring accurate reconciliation between customer and internal systems.
* Maintain accurate records in internal systems and customer data, clearly outlining next steps and timelines.
* Submit customer reports as required.
Customer Service & Communication
* Review, analyse, and respond to all customer enquiries within agreed SLAs.
* Liaise with internal teams to ensure customer requirements are met and work is completed within SLA.
* Investigate and resolve invoice disputes and complaints within agreed timeframes.
* Ensure shared inbox emails are responded to within SLA and all calls are answered within three rings.
* Take a proactive approach to managing customer workload to ensure a smooth customer journey.
Process Improvement & Governance
* Streamline new contract, renewal, renegotiation, and retention processes to drive efficiency.
* Identify and report process flow issues or potential business risks to the Administration Supervisor.
Support the training and development of team members where required.
Who we are looking for
* Demonstrates energy, drive, and enthusiasm, with a strong commitment to delivering results.
* Proven ability to improve process efficiencies and effectively solve problems.
* Excellent written and verbal communication skills, with the confidence to engage effectively at all levels of the organisation.
* High level of attention to detail, ensuring accuracy and quality in all aspects of work.
* Self-motivated with strong organisational skills and the ability to manage time and priorities effectively.
* Professional, respectful, and collaborative in approach when working with customers, colleagues, managers, and directors.