Contract Support Manager

Biffa Group; Farnham; On-site; GBP 45,000 - 65,000; 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 frameworks and support compliance, driving improved service delivery across the contract.

Working with operational managers, central teams and clients, you will deliver meaningful analysis and reporting that informs decisions and helps achieve contractual and business objectives.

Qualifications

• Experience ensuring data integrity across multiple systems.
• Ability to develop and maintain performance reporting frameworks.
• Track record in contract governance and compliance activities.

Responsibilities

• Ensure operational data is complete, accurate, timely and auditable.
• Act as contract lead for data integrity and work with operations and support teams.
• Implement controls 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 data and provide commentary, recommendations and RCA.
• Monitor KPIs, SLAs and internal targets, identifying risks and improvement opportunities.
• Support development and monitoring of continuous improvement action plans.
• Ensure contract governance requirements, procedures and controls are applied.
• Monitor compliance with processes including service delivery, incident reporting and change control.
• Coordinate external audits and ensure mandatory documentation remains current.

Skills

Data analysis

Performance reporting

Data integrity

Risk management

Team supervision

Tools

Prince2

Agile

Job description

Contract Support Manager

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.

• 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)