Contract Support Manager

Whistl Uk Ltd; Northampton; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

23 days' annual leave

Company Pension

Long service rewards

Health cash plan

Life assurance scheme

Critical Illness cover

Wellbeing/EDI/ESG initiatives

Career development opportunities

Employee Assistance Programme

Job summary

Whistl UK Ltd is seeking a Contract Support Manager in Northampton to be the first point of contact for client queries and manage service requests.

You will work with Operations and Carrier teams to ensure SLA compliance, support the contract management team, and help deliver excellent client service and reporting. Experience in ecommerce or 3PL is advantageous.

Qualifications

• Proven client-facing experience in a service environment.
• Background in ecommerce, fulfilment, logistics, or warehousing is beneficial.
• Strong analytical ability and proficiency in MS Office apps.

Responsibilities

• Be the first point of contact for client queries and manage service requests.
• Collaborate 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.
• Coordinate change control procedures with relevant departments.

Skills

Client-facing

E-commerce

Analytical skills

Interpersonal skills

Detail-oriented

Decision-making

Travel flexibility

Communication

Teamwork

Tools

MS Excel

MS Word

PowerPoint

Job description

About the Role

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.

Job Opportunity

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.

Essential Skills

• 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

About Company

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 both 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 delivery 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 exceeded both our business and personal development goals.

We are a ‘family’ of uniquely different people with strengths in the areas we work in and 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.

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.