Contract Manager – Customer Success & Compliance

Briggs Equipment; Cannock; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

Career progression opportunities

25 days annual leave

Pension scheme

Profit Share

Paycare and eyecare

Staff discounts

Job summary

Briggs Equipment is seeking a proactive Contract Manager to strengthen customer partnerships and drive contract performance on a National Coverage basis. You will minimise operational risk, maximise profitability and ensure delivery of SLAs.

You will lead on safety compliance, build strong stakeholder relationships, review NPS feedback and drive data-driven improvements using BE Portal, Power BI and CPO. A commercial mindset and customer-centric approach are essential.

Qualifications

• Proven experience in a Contract Management role.
• Ability to prioritise effectively and adapt to changing deadlines and business demands.
• Strong customer service skills, with experience managing both internal and external stakeholders.
• Confidence presenting information and communicating with a wide range of audiences.
• Advanced IT skills, including Microsoft Excel, Word, and PowerPoint, and the ability to learn business systems.
• Excellent telephone and communication skills.
• Strong organisational skills with a structured, proactive and self-motivated approach.
• Ability to build relationships and influence stakeholders at all levels of the organisation.
• Demonstrable knowledge of Material Handling Equipment (MHE) and various contract types.

Responsibilities

• Identifying and addressing safety concerns for Briggs Equipment and customers, escalating issues to ensure timely resolution.
• Ensuring compliance with LOLER and PUWER regulations and recommending VOR status where inspections are overdue.
• Promoting and embedding our Safety First culture and adopting best practices to reduce risk.
• Acting as the primary Contract Manager for customers within your designated area and supporting local sites as required.
• Planning, documenting and distributing action-focused contract review minutes within three working days.
• Building and maintaining strong relationships with customers and internal stakeholders to ensure business continuity.
• Reviewing and analysing NPS feedback to identify trends and improvements in the customer experience.
• Monitoring contract performance and profitability using systems such as BE Portal, Power BI and CPO.
• Identifying and recovering additional contractual costs and suggesting appropriate resolutions.
• Recognising commercial growth opportunities and sharing these with relevant stakeholders.
• Working with Credit Control, Service Teams and other departments to support debt recovery activities.
• Identifying opportunities to improve processes, increase efficiency and strengthen cross-functional collaboration.
• Driving internal teams to deliver exceptional customer service and operational excellence.

Skills

Contract Management

Customer relationship

Stakeholder management

Presentation skills

IT literacy

Telephone/communication

Organisation

Relationship building

MHE knowledge

Job description

Briggs Equipment is seeking a proactive Contract Manager to strengthen customer partnerships and drive contract performance on a National Coverage basis. You will minimise operational risk, maximise profitability and ensure delivery of SLAs.

You will lead on safety compliance, build strong stakeholder relationships, review NPS feedback and drive data-driven improvements using BE Portal, Power BI and CPO. A commercial mindset and customer-centric approach are essential.