Desktop Contract Manager

TN United Kingdom; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading fire and security firm in London is seeking an experienced Desktop Contract Manager. This role involves managing a team, overseeing client interactions, and ensuring efficient job progress. The ideal candidate will have extensive industry knowledge and strong analytical skills.

Qualifications

• Extensive knowledge and experience in the fire and security industry.
• Proven experience as a client-facing Contract Manager.

Responsibilities

• Manage and oversee a team of DACs (Desktop Account Controllers).
• Monitor and drive KPI performance in real time.
• Analyze performance data to identify training needs.

Skills

Analytical skills

Job description

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A fantastic opportunity to work with a well-established Fire & Security firm, serving a diverse range of clients including Commercial, Domestic, and Industrial sites. We are eager to welcome an experienced Desktop Contract Manager to our team.

Main Responsibilities

1. Manage and oversee a team of DACs (Desktop Account Controllers).
2. Monitor and drive KPI performance in real time, reporting to the Service Performance Manager and Service Director.
3. Analyze performance data to identify training needs and implement improvement initiatives to enhance departmental efficiency and delivery.
4. Produce client reports.
5. Manage and oversee Customer WIP, ensuring jobs progress from diary, parts, to scheduling, and are booked correctly and timely according to SLA requirements.
6. Respond promptly and professionally to client issues and queries.
7. React swiftly to emergency works, keeping clients updated and providing detailed resolution or further action plans.
8. Manage client expectations regarding delays in parts or job completion.
9. Collaborate with clients and team members to improve processes and procedures for completing works.
10. Assist office and field staff with technical and parts information.
11. Support sales staff with quotes and client specifications.
12. Participate in regular meetings with clients to review issues and develop solutions to prevent recurrence.
13. Assist with technical report queries and problem-solving for challenging sites.

Knowledge and Experience

• Extensive knowledge and experience in the fire and security industry.
• Strong analytical skills.
• Proven experience as a client-facing Contract Manager.

If you are local to the area and seeking a new Desktop Contract Manager position, please apply now. Successful applicants will be contacted by a 4-way member.