Contracts and Client Relationship Manager

Contracts and Client Relationship Manager

Manchester

A fantastic opportunity to work with a well established, Fire & Security firm, with a large range of customers ranging from Commercial, Domestic & Industrial sites. My client is eager to welcome a new, experienced Contracts and Client Relationship Manager into the fold.

£40-45,000

Full Time |Office based | 40 hours | Mon –Fri (phone number removed) | Company laptop and mobile

Main Responsibilities

• Manage and oversee Service Controller and Desktop Account Controller teams.
  • Ensure the smooth running of departmental inboxes, ensuring all client queries and correspondence are responded to in a prompt and professional manner.
  • React to emergency works and ensure these are responded to swiftly, ensuring the client is kept up to date, and provided with detailed updates for the resolution or further actions required.
  • Manage client expectations regarding any delays with parts and job completion where necessary.
  • Attend monthly contract meetings with other staff members as required
  • Manage and oversee Customer WIP’s working with DAC’s to ensure jobs are being completed from diary, to parts, to scheduling, ensuring that works are being booked in correctly and on time in line with the SLA’s for the contract.
    • Maintain accurate records of service statistics with timely reporting to the customer in line with contractual agreements
    • Monitor operational service delivery for clients against agreed targets, anticipating issues and taking action where necessary to ensure that performance is always maintained above the minimum standards.
    • Driving and monitoring KPI performance in real time and report to directors on KPI performance.
    • Analysing performance data, identifying any training needs and improvement initiatives to increase performance efficiency and delivery across the department.
      • Work with the client and own team to explore and implement improvements to the processes and procedures
      • Attend regular meetings (online or in person at client offices) with client and client’s team to review and resolve any recent issues, and look at solutions to prevent the same issue arising again.
      • Assist with queries on technical reports for client and housing staff. Work with Engineering and Technical team to find solutions for problem sites that they have.
      • Responsible for ensuring there are adequate staffing levels across the department in-line with contracts and demand
      • Undertaking HR activities in line with company policies
      • Undertake any other reasonable duties as required to meet the needs of the business
      • Weekly report for key accounts in line with contract KPI’s

• Weekly report across all other contracts in line with company standard KPI’s, highlighting any specific contracts that are anomalies in performance for concerns or areas we can learn from for best practice.
• Monthly report on complaints highlighting why it has happened, the resolution, and lessons learned to prevent it reoccurring.

Knowledge and Experience

Essential

• Must have knowledge on Microsoft Office,
• Advanced and demonstrable experience of Microsoft Excel. Must be able to review and report on data provided in an Excel format.
• Previous management experience in a customer focussed environment, preferably in a service and maintenance environment.
• Commercial understanding of contracts within a service delivery environment
• Knowledge and experience of fore and security

Desirable

• Prior knowledge of CASH for Windows CRM.
• Experience of working with Social Housing Organisations or Local Authorities, in a service delivery capacity.

If you are local to the area and seeking a new Business Accountant position, then please apply now. If your application is successful a 4way member will be in touch.