Contract Manager

Tunstall Healthcare Group; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking health and care technology provider as a Contracts Manager, where you will lead installation projects in the South East and London. Your role will involve managing third-party installers, ensuring a flawless installation experience, and fostering strong relationships with customers and suppliers. With a focus on zero defects and complaints, you will implement business changes and enhance project management processes. This is an exciting opportunity to be part of a dynamic team dedicated to delivering life-changing technology and services to communities across the globe. If you thrive in a collaborative environment and are passionate about improving customer experiences, this role is perfect for you.

Benefits

25 days holiday

Enhanced maternity and paternity benefit

Healthcare

Contributory pension

Volunteer day

Car benefit scheme

Free eye tests

Retail discounts

Development opportunities

Welcoming team environment

Qualifications

• 5+ years management experience in high volume installations.
• Proven experience managing contracts and customer relationships.

Responsibilities

• Manage third-party installers for world-class installations.
• Ensure zero installation defects and customer complaints.
• Provide technical support and guidance to customers.

Skills

Project Management

Technical Problem Solving

Customer Relationship Management

Contract Negotiation

Analytical Skills

Change Management

Continuous Improvement

Education

Experience in Technology Installations

Management Experience

Tools

Contract Management Software

Project Documentation Tools

Job description

We are recruiting a Contracts Manager to join our team based in the UK (covering the South East and London). This role will liaise closely with the sales and service teams for the various accounts to ensure a professional installations experience for the customer from placing the order through to commissioning and hand over to the service function.

What will you be doing in this role?

As a Contracts Manager at Tunstall Healthcare, the key responsibilities of the role are to effectively manage the third-party installers to deliver world class installation and to generate and maintain excellent customer and supplier relationships to ensure that there are zero installation defects and zero customer complaints from installations in your area.

The Ideal candidate:

You will have experience of managing the contract lifecycle from start to finish.

Key skills and experience:

Required skills and experience

• Proven successful project management experience
• Technically adept at resolving site issues
• Experienced in resolving problems and customer issues
• A minimum of 5 years management experience in a technology based, high volume, installations project management environment
• Successful record of implementing and managing business change
• Proven analytical skills
• Proven experience of successfully negotiating contracts with installers and suppliers
• Experience of successfully managing a number of small to large contracts simultaneously
• Experience of dealing with remote site operations
• Experienced in continuous improvement practice

Required competencies

• Knowledge of the Community Alarms and associated equipment marketplace
• A proven change manager and team player
• Achievement/results orientated and customer focused
• Knowledge of contract & forecasting planning models
• Ability to generate lasting customer relationships

Desirable skills and experience

• ECS / CSCS card
• Knowledge of contract law covering installation & service work
• Detailed knowledge of BS5839 (fire)

What we offer:

• Competitive salary
• 25 days holiday
• Enhanced maternity and paternity benefit
• Healthcare
• Contributory pension
• Volunteer day
• Car benefit scheme
• Perks and benefits that include things like: free eye tests and retail discounts
• A warm and welcoming team environment
• Development and a chance to build a rewarding career

Your day-to-day responsibilities will include:

• To attend pre-project meetings with sales and the customer to identify and clarify the customers’ expectations from the installation.
• To generate Project Documentation and ensure customer sign off to projects initiation, clearly identifying the agreed work packages for all parties involved in the project and hence agreement that any variations could lead to additional charges.
• To provide technical support & guidance to customers/Installations/Sales including resolving site technical issues.
• To keep tight control of Turnover, cost and margin versus planned turnover cost and margin to ensure that profits are maximised for each project.
• To actively sell additional equipment / charge for additional work on the contract – increasing the sales value and margin of the project.
• To ensure that all excess Installer stock is cleared out of Installer warehouses and ensure that it is returned to Tunstall efficiently and expediently.
• To effectively plan own workload and meeting / site / customer visit schedules to ensure maximum effectiveness in terms of improving performance e.g. volume of meetings, focus etc.
• To document / formalise complaints and concerns from customers and contractors – acting to resolve them speedily and effectively taking the necessary steps to identify and eliminate root cause of any issues.
• To ensure that no completion/commissioning takes place unless the installation is 100% perfect so that there are Zero customer service returns on installations handed over to customers.
• To manage the installer base in your region, including identifying and appointing new third-party installers and dismissing poor performing existing installers in consultation with the Operations Manager. Manage quarterly review process with regional installers.
• To ensure adequate manpower to allow works on hand to complete them on time.

A bit about us:

Tunstall is a market-leading health and care technology provider.

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of more than 3,000 colleagues provides lifesaving and life changing technology and services to millions of people in 18 different countries.

At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at each step. From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.

Each Tunstall colleague has a superpower… they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team.