Contract Performance Manager

Salisbury Group; Leicester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in facilities management seeks an Operational Support Team Manager to lead a proactive team in delivering exceptional service. The role requires strong leadership and data analysis skills to ensure operational success and customer satisfaction. Ideal candidates will possess excellent communication skills and a passion for improving workplace environments.

Qualifications

• Strong data analysis skills for driving change.
• Ability to manage change and development within a team.
• Excellent customer service and interpersonal skills.

Responsibilities

• Lead coordination team, oversee planning and scheduling of tasks.
• Monitor team performance through analysis of data and reports.
• Build relationships with clients and internal teams.

Skills

Data analysis

Leadership

Interpersonal skills

Customer service

Microsoft Excel

Problem-solving

Education

GCSE English and Maths or equivalent

Tools

Microsoft Office (Excel, Visio)

Job description

About The Role

Are you a natural organiser who enjoys leading a team and making things run smoothly? Do you thrive in a fast-paced environment where no two days are the same? We’re looking for someone proactive and people-focused to manage our operational support team.

Working closely with the Account Manager and Maintenance Manager, you’ll oversee the day-to-day activity of our Account Coordinators. You’ll help deliver excellent service to customers and tenants, while supporting your team to do their best work.

You’ll need to be confident with data and systems—comfortable producing reports, spotting trends, and suggesting smarter ways of working. You’ll also be the main point of contact with our client, helping to keep communication clear and professional.

Want to join a supportive, forward-thinking team where your input is valued and your work makes a real difference? We’d love to hear from you.

Principle Duties and Responsibilities:

1. Lead the Coordination team, overseeing the planning and scheduling of reactive, planned, and chargeable tasks to meet SLAs, deadlines, and ensure customer satisfaction.
2. Monitor and manage team performance through analysis of financial and operational data, producing reports and dashboards to identify trends and drive continuous improvements.
3. Maintain comprehensive contract knowledge to ensure compliance, manage and escalate risks (especially financial), and act as a key liaison between the client and internal teams.
4. Work closely with the Maintenance Manager to align priorities and ensure smooth collaboration between administrative and engineering functions for high-quality onsite service.
5. Ensure financial processes are correctly followed by the team, including accurate use of the CAFM system, purchase order management, and effective billing to maintain profitability.
6. Build and sustain strong relationships with clients, subcontractors, and internal teams such as Commercial, Finance, Procurement, and Engineering to guarantee timely, high-standard delivery and quick resolution of issues.
7. Recruit, develop, and maintain a skilled Coordination team, managing training, absence, disciplinary matters, and ensuring staffing levels meet contract demands.
8. Support the Account Manager with SLA, PPM, and operational reporting, attend client meetings, and help ensure business continuity through tested processes and technology.
9. Take on additional administrative duties as required, contributing to the overall success and smooth running of the contract.

About You

Minimum Qualifications, Certifications and Training required

• GCSE English and Maths or equivalent

Essential Knowledge, Skills and Experience for this role

• Strong data analysis skills that can be used to drive change and improvement
• Ability to present and implement effective solutions to day-to-day, short and long term challenges
• Ability to manage change and development within a team
• Strong interpersonal skills with key stakeholders at all organisational levels in verbal & written communications
• Strong IT skills in Microsoft Office, particularly Excel and Visio, with the ability to create and manipulate reports
• Leadership skills, including the ability to effectively motivate and develop a team
• Ability to work independently and proactively
• Excellent customer service skills and understanding of how the function impacts customer satisfaction levels

About The Company

Atlas Workplace Services was built to be different from the faceless organisations in the facilities management industry that often lack the human touch. Our ambition is to make buildings and facilities better for the people who work in them. Why do we do this? It’s simple. We know that buildings are better places to be when they are looked after by people who care.

We achieve this by combining our unique understanding with useful technology and an above-and-beyond attitude from our people on the ground and in our support centres. This provides a more personal approach to facilities management and building maintenance services.

We are present right across the UK at more than 1,000 sites and over 11 million square feet of premises. Our services include engineering maintenance, security, cleaning, compliance, reception, energy solutions and more.