Contract Support Manager

Magnificent Revolution; Lutterworth; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a market-leading company as a Contracts Support Manager in Lutterworth, where you'll develop strong client relationships and provide exceptional service. This role offers an opportunity to grow your skills while managing client support requests and ensuring operational objectives are met. With a focus on delivering value and driving revenue, you will play a crucial part in the company's success. The organization values its people and offers a supportive environment for career development, making it an ideal place for those looking to advance their careers in customer service.

Benefits

Enhanced annual leave entitlement (starting at 31 days)

Access to benefits and rewards portal

Long service rewards

Health cash plan

Critical illness cover

Life assurance scheme

Career development opportunities

Employee Assistance Programme access

Qualifications

• Strong communication skills to build relationships with stakeholders.
• Proficiency in Office applications is essential for reporting and documentation.

Responsibilities

• Manage day-to-day client support requests and act as the first point of contact.
• Understand contractual commitments and monitor performance against SLAs.

Skills

Excellent communication skills

Proficient in Office applications (Excel, Word, PowerPoint)

Organisational skills

Analytical skills

Flexible approach

Creative thinking

Job description

You're fantastic at building relationships, have a keen eye for detail, and can effectively communicate with people of all levels - why not apply those skills to starting a career with a market-leading company?

We know how important it is to develop our people; that's why we're offering this opportunity to gain experience and grow your skills as a Contracts Support Manager.

What's Involved?

Based in Lutterworth, you'll work closely with our Contract Management team and internal functions, developing strong client relationships to achieve both our goals and those of our clients.

Delivering exceptional service and value for money to our clients, you'll help drive meaningful revenue for the company. If you're ready to make a significant impact and grow with us, we want to hear from you.

Main Responsibilities

As a Contract Support Manager, your responsibilities will include:

• Managing day-to-day client support requests, acting as a first point of contact for issues, incidents, and service queries, and raising initial investigations with Ops teams and carriers where necessary.
• Understanding contractual commitments and carriers and carrier services appropriate to the contract and commitments.
• Liaising with managers of other departments to ensure operational objectives are met, understanding SLA agreements and monitoring performance.
• Providing support for trade customers and activities, including but not limited to securing booking slots, generating paperwork, and general trade management.
• Collating data sets (system & manual) for accurate reporting and compiling activity reports.
• Reviewing client financial performance in line with budget and assisting with regular client reviews.
• Completing invoice templates and producing client invoicing.
• Being involved in pre-sales consultancy and feasibility studies.
• Supporting change control procedures - liaising with IT where necessary.

Benefits

• Enhanced annual leave entitlement, starting at 31 days
• Access to our prestige benefits and rewards portal
• Long service rewards, both financial and leave-based
• Health cash plan
• Critical illness cover
• Life assurance scheme
• Career development opportunities
• Access to a well-established Employee Assistance Programme Provider
• And other excellent benefits you'd expect from a market leader

Additional Information

• 37.5 hours a week any 5 over 7
• As part of this role, you may have to travel to other depots.
• Occasional weekend work may be required.

We welcome applications from candidates looking to start or continue their customer service careers. Whether it's determination and great communication skills or experience as an account manager, contracts manager, BDM, contracts support manager, or similar role, we want to see what you have to offer; get in touch today!

Essential Skills

• Excellent communication skills - able to build productive relationships with stakeholders and customers with a professional and courteous approach
• Proficient in standard Office applications (Excel, Word, PowerPoint)
• Calm, focused, and positive - A strong advocate for the company and its values
• Methodical, task-oriented, and detail-focused with a broad range of organisational and analytical skills
• Flexible approach with a can-do attitude in an ever-changing environment
• Creative thinker, able to generate innovative solutions to customer requirements and operations

Join us today to develop valuable skills and experience within an industry-leading business.

Desirable Skills

• Relevant experience in e-commerce, fulfilment, third-party logistics, warehousing and distribution
• Customer services, activity reporting, invoicing, and facilitating client review meetings

About Company

Why Whistl?

We are the UK's leading delivery management company providing efficient, high-quality and competitively priced services across business mail, parcels, fulfilment and doordrop media in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services, handling over 50% of bulk business mail in the UK.

We are in the top 100 privately owned companies with 23 locations across the UK. Our success is down to our people and the values we all follow to deliver excellence to our customers.

We think as part of a team, act with a can-do attitude and do the right thing. Following these simple values has resulted in our people delivering and exceeding our business and personal development goals.

We are a family of uniquely different people with strengths in the areas we work in, and we always have the opportunity to be curious to enhance ourselves.

We are a disability confident employer and embrace Well Being, EDI and ESG to make ourselves and our environment the best it can be.

Due to the nature of our business, this role may be subject to a DBS check.