Contract Support Manager

Whistl; Hardwick; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading delivery management company in the UK is seeking a Contract Support Manager for their Wellingborough location. This role involves serving as the first point of contact for client queries, ensuring SLA compliance, and managing client support requests. The ideal candidate will have a proven client-facing background, strong analytical skills, and proficiency in MS Office. Excellent communication and a detail-oriented approach are essential. This position offers competitive benefits and career development opportunities.

Benefits

Annual leave enhancement

Company Pension

Health cash plan

Life assurance scheme

Career development opportunities

Qualifications

• Proven experience in a client-facing role (e.g., Account Executive, Customer Service Advisor).
• Background in e-commerce, fulfilment, logistics, or warehousing is beneficial.
• Detail-oriented and organized approach.

Responsibilities

• Act as first-line support for client queries and service requests.
• Manage service performance against SLAs.
• Collate and manage data for reporting and invoicing.

Skills

Client-facing experience

Analytical skills

Communication skills

Proficiency in MS Office

Organizational skills

Job description

Take your experience to the next level with the UK's leading delivery management company. We're looking for a Contract Support Manager to join our team in Wellingborough. If you are a confident communicator with a sharp eye for detail and a passion for client service, this role is for you. Working at the heart of a dynamic fulfilment operation, you will support a variety of contracts and help to deliver outstanding service and value to our clients.

About the Role

In this pivotal role, you'll be the first point of contact for client queries, manage service requests, and support the contract management team. You'll ensure client satisfaction, track performance against SLAs, and provide clear, timely reporting. Building strong internal and external relationships will be key to operational excellence and long-term client success.

Key Responsibilities

• Act as first-line support for issues, incidents, managing day-to-day client support requests and service queries.
• Work with internal teams on SLA compliance and continuous improvement, and liaise with Operations and Carrier teams to ensure service commitments are met.
• Assist trade customers with bookings, paperwork, and general support.
• Collate and manage data for accurate reporting and invoicing, and support client review meetings with financial and activity performance data.
• Assist with feasibility studies and pre-sales consultancy.
• Help coordinate change control procedures with relevant departments.

Additional Information

Working Hours: Full-time, Monday to Friday, 8:30am - 5pm (with occasional weekend or out-of-hours support as needed).

Travel: Occasional travel to other depots may be required.

Benefits

• Annual leave enhanced with long service.
• Company Pension.
• Long service rewards: both financial and leave-based.
• Health cash plan.
• Life assurance scheme.
• Critical Illness cover.
• Access to our prestige benefits and rewards portal.
• Career development opportunities.
• Access to a well-established Employee Assistance Programme provider.
• And other excellent benefits you'd expect from a market leader.

Requirements

• Proven experience in a client-facing role (e.g., Account Executive, Customer Service Advisor, Client Manager, or Contract Support Manager).
• Background in e-commerce, fulfilment, logistics, or warehousing is highly beneficial.
• Strong analytical skills and proficiency in MS Office (Excel, Word, PowerPoint).
• Excellent interpersonal and communication skills.
• Methodical, detail-oriented, and organised approach.
• Positive, can-do attitude with the ability to remain calm under pressure.
• Confident decision-maker who works well with data and evidence.
• Flexible and open to occasional travel and out-of-hours work when required.