Contract Support Manager

Whistl; Hardwick; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading delivery management company is seeking a Contract Support Manager to facilitate client communications and service requests. Applicants should possess client-facing experience and preferably a background in e-commerce or fulfilment. Strong analytical and communication skills are essential. The role offers full-time hours with benefits including enhanced annual leave and a company pension.

Benefits

Annual leave enhanced with long service

Company Pension

Health cash plan

Career development opportunities

Qualifications

• Proven experience in a client-facing role.
• Background in e-commerce or fulfilment is beneficial.
• Ability to work well under pressure and remain calm.

Responsibilities

• Act as first-line support for client queries.
• Manage service requests and compliance with SLAs.
• Assist with data management for reporting.

Skills

Client-facing experience

Analytical skills

Communication skills

Proficiency in MS Office

Organisational skills

Job description

Overview

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.

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.

This Contract Support Manager role is ideal for someone with experience in ecommerce, fulfilment, 3PL, or customer-focused environments, particularly if you thrive in a fast-paced, collaborative setting.

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