Contract Support Manager

Whistl; Northampton; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

23 days' annual leave

Company Pension

Health cash plan

Life assurance scheme

Critical Illness cover

Employee Assistance Programme

Job summary

Whistl in Northampton is seeking a Contract Support Manager to be the frontline contact for client queries, manage service requests and support the contract management team. You will ensure client satisfaction, track performance against SLAs, and provide timely reporting.

The role focuses on strong internal and external relationships to drive operational excellence and long-term client success. This full-time position requires excellent communication, analytical skills, and a proactive,

Qualifications

• Proven experience in a client-facing role.
• Background in e-commerce, fulfilment, logistics or warehousing is beneficial.
• Strong MS Office skills (Excel, Word, PowerPoint).

Responsibilities

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

Skills

Client-facing

Analytical skills

MS Office proficiency

Excellent communication

Tools

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.

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