Soft Services Contract Manager

The Contract Manager will manage a portfolio soft services contracts as allocated by the business. Client retention and account development are the primary objectives of the role. The Contract Manager will be responsible for ensuring that Service Level Agreements (SLAs) are adhered to whilst turnover and profitability targets are achieved. A thorough knowledge of all contractual arrangements and related processes will be essential. 

Key Responsibilities

Know Your Client (KYC)

·         Develop and maintain strong client relationships across the assigned portfolio.

·         Gain a full understanding of client premises and what is important to them in terms of service.

·         Introduce clients to our internal teams and support them to meet and manage client expectations.

Champion Service Excellence

·         Ensure all contracts are successfully mobilised and SLAs adhered to throughout the lifecycle.

·         Work with colleagues to foresee and resolve issues that may affect overall service delivery.

·         Interact with counterparts to share knowledge and ensure delivery is harmonised pan-island.

·         Ensure all contract folders & site files are relevant, presentable and up to date.

Relationship Management

·         Ensure that client relationships are developed and maintained across the portfolio.

·         Develop a detailed understanding of client needs and plans to proactively support their business and add value to their future strategy.

·         Develop a regular reporting, contact strategy and communication plan for our clients aligned to their needs.

·         Production, presentation and implementation of Key Account Plans.

·         Develop relationships with key existing Customers with to view to enhance and add to current service offering and extend contract duration.

·         Maintain relationships with clients, suppliers and subcontractors.

Build Trust and Openness

• Conduct regular building inspections to audit Facilities and subcontractor works, identify outstanding contract compliance issues or defects and agree appropriate courses of action with and on behalf of the client.
  

·         Be a trusted advisor to the client whilst protecting Complete Facilities ’s business objectives and reputation.

·         Nurture relationships both internally and externally by being open, honest and supportive.

Communication and Attention to Detail

·         Be part of the process of the escalation route for clients when required.  

·         Promote accurate and timely communication across the business in line with Complete Facilities  Values.

·         Ensure contractual reporting is provided by the team in line with client expectations and SLAs.

Develop Opportunities for the Client and Complete Facilities

·         Create, maintain and present Key Account Plans to the Directors in order to develop Complete Facilities ’s understanding of client requirements and identify how to best service them.

·         Prepare variation orders and contract renewal documentation for execution by the Directors.

·         Facilitate client advocacy of Complete Facilities via endorsements, prospective client introductions and extracting testimonials & referrals from clients

Financial, Commercial & Risk Management

• Ensure all costs are monitored and that contracts operate within agreed budget.
  


• Lead contract reviews together with the Directors and wider team to ensure optimum delivery and financial success.
  


• Lead the debt reconciliation & invoicing process.
  


• Support the labour load to determine labour requirements to tender specified schedules
  


• Highlight to Directors potential risk areas.
  


• To manage and understand the impact on risk and cover all aspects to protect the interests of self, others and the business.
  


• Ensure contracts are regularly reviewed ensuring Complete Facilities are recovering all our contractual entitlements
  


• Ensure all contractual uplifts are applied in line with commercial agreements
  


• To clearly communicate the different forms of contracts, their interpretation and the legal requirements.
  


• To negotiate and establish agreed terms and conditions for engagement and secures win-win settlements.
  

Requirements

• Demonstrate professionalism and integrity at all times. Be the face of Complete Facilities.
  

·         Have a can do, will do attitude.

·         Be a team player who supports their colleagues and the wider business as a whole.

·         Exceptional written and verbal communication skillset that can adapt to engage effectively at all levels.

• Methodical approach and professional work ethic.
  

·         Thorough working knowledge of internal processes, procedures and systems.

·         An understanding and appreciation of cost control against time allocation is essential.

• Strong understanding of health and safety compliance requirements.
  


• Sound commercial and financial awareness, for both your clients and Complete Facilities.
  


• Work effectively with minimal supervision.
  


• Plan and manage your diary to provide an effective balance to encompass client and Complete Facilities ’s requirements.
  


• Confident in the use of Microsoft Office.
  

Working Conditions

• A requirement to travel between the Channel Islands and the Isle of Man to represent the company.
  


• Predominately office/client site based with site visits.
  

·         Some driving is required. A valid, clean driving license is essential.

·         Successful completion of the PES (Pre- employment Screening) is mandatory due to the nature and sensitivity of our working environments.

Physical

·         The ability to perform management tasks on all areas and aspects or related works.

·         The ability to lift and manipulate objects may be required.

Hazards

·         Normal hazards associated with the client site environments.

·         Normal hazards associated with working within office environments.

·         Normal hazards associated with working within residential environments.

Benefits