End of Contract Associate

ASL Systems Group; Cambridge; On-site; GBP 22,500 - 27,500; Full time

Job summary

ASL Systems Group is seeking a Contract Coordinator in Cambridge, UK. The role involves managing contract terminations and renewals, ensuring compliance, and liaising with customers to maximize retention opportunities. Experience in contract management or customer support is essential, alongside negotiation skills to handle terms effectively.

You will be responsible for overseeing the offboarding lifecycle, processing terminations accurately, and maintaining communication with relevant teams to ensure smooth contract closures.

Qualifications

• Minimum of 1 year’s experience within a Contracts, Customer Support, or Sales Support role.
• Negotiation skills would be an advantage, particularly when handling early terminations and retention opportunities.

Responsibilities

• Administer contract terminations ensuring process compliance.
• Coordinate equipment returns and invoice generation for final meter readings.
• Engage with customers for contract renewals and retention.

Skills

Contract management

Customer support

Negotiation skills

Tools

Salesforce

Vantage

FreshDesk

Job description

Salary: From £25,000 (depending on experience)

Responsible for coordinating and administering all end-of-contract activities, including managing contractual clauses, amendments, renewals, and terminations. Oversees the full offboarding lifecycle, ensuring timely processing, accurate documentation, and compliance with contract terms. Acts as a key point of contact, communicating with relevant teams.

KEY RESPONSIBILITIES

Terminations:

Administer contract terminations, including early terminations, ensuring that processes are followed according to contractual terms and deadlines.

Process contract terminations, generate termination quotes, negotiate where necessary, and issue final invoices to customers.

Verify equipment ownership and coordinate returns where applicable, collaborating with Supply Chain operations to confirm the ownership status of machines.

Process contract terminations through Salesforce and Vantage, maintaining accurate and up-to-date records while keeping Account Managers informed.

Coordinate with relevant departments to ensure the smooth removal of devices from portals and internal systems.

Where applicable, arrange for equipment to be returned to finance companies at the end of lease agreements, ensuring compliance with lease deadlines.

Generate invoices for final meter readings at the end of contract and process machine returns.

Collaborate with other teams to maximise customer opportunities and retention

Administer the closure of contracts on Vantage and ensure all necessary steps are completed.

Ensure all end-of-contract collection elements, such as data removal, are arranged

Work closely with the Contract Manager to generate revenue opportunities and review contract profitability, applying contractual terms where appropriate.

Perform general administrative tasks related to contract management.

Customer Retention:

Provide cover and ongoing support for Customer Retention activities.

Engage with customers approaching end-of-term to understand requirements and identify renewal or win-back opportunities.

Assist with handling disputes, queries and complaints promptly liaising with teams as needed.

Respond to customer enquiries regarding contract closure, billing, and next steps via phone and email.

Handle contract queries through to resolution and provide information as requested, liaising with relevant teams.

Manage customer contact and relationships to encourage retention and customer satisfaction

Identify customers who may be at risk of leaving or not renewing their products and services.

Other Duties:

Manage administrative tasks across various systems and communication channels, including FreshDesk.

Provide support to the Billing Department during high-demand periods and when cover is required.

Assist with ad hoc tasks to support the wider contracts and operations teams.

KEY MEASUREMENTS

End-of-contract processes (terminations, renewals, and closures) completed accurately and within agreed timelines.

Queries to be resolved within 48 hours, ensuring timely and effective communication.

Termination calculations and final billing issued accurately and in line with contractual terms.

Consistent and proactive communication maintained between customers and internal departments to support smooth contract closure and retention opportunities.

SPECIAL REQUIREMENTS

• Minimum of 1 year’s experience within a Contracts, Customer Support, or Sales Support role
• Negotiation skills would be an advantage, particularly when handling early terminations and retention opportunities.

GROW PERSONALLY AND PROFESSIONALLY

Working for ASL means being part of creating products and services that help shape the future of many industries.