Contract Support Manager

Biffa Group; Farnham; On-site; GBP 40,000 - 64,000; Full time

Job summary

Biffa Group is seeking a Contract Support Manager to act as the contract's business analyst and performance assurance lead. You will ensure data integrity, manage performance reporting, support compliance, and identify improvement opportunities to enhance service delivery across the contract.

You will work with operational managers, central support functions and clients to provide meaningful analysis and reporting that informs decisions and supports contractual objectives.

Qualifications

• Strong analytical skills with ability to turn data into insights
• Experience designing and delivering reporting in a contract management context
• Good understanding of performance management frameworks and KPIs
• Ability to communicate complex data clearly to non-technical audiences

Responsibilities

• Ensure data is complete, accurate, timely and auditable across systems
• Lead data integrity and governance for the contract and collaborate with teams
• Implement controls to prevent reporting errors and data inconsistencies
• Maintain and develop the contract's performance reporting framework
• Produce regular dashboards and management information packs
• Analyse data and provide commentary, root cause analysis and recommendations
• Monitor KPIs, SLAs and targets, flag risks and opportunities
• Support continuous improvement action plans and governance adherence
• Coordinate external audits and ensure compliance documentation is up-to-date
• Cover environmental and safety reporting requirements and audits

Skills

Data analysis

Reporting

Performance management

Stakeholder management

Job description

The Role

Reporting into the Contract Management Team, the Contract Support Manager will act as the contract's business analyst and performance assurance lead. You will be responsible for ensuring data integrity, managing performance reporting frameworks, supporting compliance activities, and identifying opportunities to improve service delivery across the contract.

Working closely with operational managers, central support functions and clients, you will provide meaningful analysis and reporting that drives informed decision-making and supports the achievement of contractual and business objectives.

Key Responsibilities

• Ensure operational data is complete, accurate, timely and auditable across all relevant systems
• Act as the contract lead for data integrity, working collaboratively with operational teams and central support functions
• Implement controls and validation processes to prevent reporting errors and data inconsistencies
• Maintain and develop the contract's performance reporting framework
• Produce regular performance reports, dashboards and management information packs
• Analyse operational performance data and provide insightful commentary, recommendations and root cause analysis
• Monitor contractual KPIs, SLAs and internal targets, identifying risks and opportunities for improvement
• Support the development and monitoring of continuous improvement action plans
• Ensure contract governance requirements, procedures and controls are consistently applied
• Monitor compliance with key operational processes, including service delivery, performance management, incident reporting and change control
• Conduct depot audits covering operational, health and safety and transport processes
• Support environmental compliance requirements, including Duty of Care documentation and permitted site obligations
• Coordinate and support external audits, including NQA and other accreditation requirements
• Ensure mandatory compliance documentation, training records and risk assessments remain current and compliant

Why Join Biffa?

At Biffa, our people are at the heart of everything we do. We foster a culture built around our values of #TFR:

Teamwork

Working together for each other.

Fairness

Treating and being treated equally.

Respect

Appreciating and valuing each other for who we are and what we do.

We offer the opportunity to make a real impact within a business that plays a vital role in protecting the environment and supporting local communities.

Dedicated to Diversity

Being inclusive is core to our culture at Biffa. We believe different ideas, perspectives and backgrounds are essential to developing a creative and effective working environment that reflects the communities we serve and delivers the best outcomes for our colleagues, customers and stakeholders.

We are committed to creating an inclusive workplace where everyone can thrive and reach their full potential.

Requirements

• Full UK driving licence
• Strong organisational and time management skills with the ability to work to tight deadlines
• Experience managing or supervising colleagues and escalating risks appropriately
• Knowledge of health and safety and environmental legislation relevant to municipal services. (desirable)
• Project management experience using Prince2, Agile or similar methodologies. (desirable)