Contract Support Manager

Whistl; Moulton; On-site; GBP 38,000 - 58,000; Full time

Benefits offered by this job

Annual leave 23 days

Company pension

Long service rewards

Health cash plan

Life assurance

Critical illness cover

Rewards portal access

Career development

Employee assistance program

Job summary

Whistl in Northampton is seeking a Contract Support Manager to be the first point of contact for client queries, manage service requests and support the contract management team. You will track performance against SLAs and provide clear reporting to deliver excellent service.

Ideal candidates will have experience in ecommerce, fulfilment, 3PL or customer-focused environments, with strong MS Office skills and a calm, data-driven approach to decision making.

Qualifications

• Proven experience in a client-facing role.
• Background in e-commerce, fulfilment, logistics or warehousing is beneficial.
• Strong analytical skills and proficiency in MS Office.
• Excellent interpersonal and communication skills.
• Methodical, detail-oriented and organised.
• Flexible with travel and occasional out-of-hours work.

Responsibilities

• Act as first-line support for client issues and service queries.
• Coordinate with Operations and Carrier teams to meet SLA commitments.
• Assist trade customers with bookings, paperwork, and general support.
• Collate data for reporting and invoicing; support client review meetings.
• Assist with feasibility studies and pre-sales consultancy.
• Help coordinate change control procedures across departments.

Skills

Client-facing

Analytical skills

MS Office proficiency

Communication

Detail-oriented

Organised

Travel flexibility

Tools

MS Office

Excel

Word

PowerPoint

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 Northampton.

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.

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.

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, 37.5 hrs per week (with occasional weekend or out-of-hours support as needed).
• Travel: Occasional travel to other depots may be required.

Benefits

• 23 days' annual leave
• 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

If you're looking for your next challenge in a client-centric logistics role where your work truly makes a difference,