Contract Manager

Main Responsibilities

Contract Manager

Hybrid Role - travel is required to our Customer Contact Centre in Wath upon Dearne, Rotherham, S63 7ER two days per week

£46,000 per annum

37.5 hours per week, Monday to Friday

Excellent company benefits including Company Car or Car Allowance and  Pension Scheme

About Us

Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients. We have experienced rapid growth and are now a team of over 2000 people who spend their day helping people. 

About the Role

We are looking for an experienced Contract Manager to join our team, working in the Employment Support Services sector of the business.

As Contract Manager you will report directly to the Client Director and work closely with Finance, HR, Recruitment, IT, Business Development, Service Delivery/Operations, Training and Enablement and Support.

You will have shared responsibility for Contract management of the Phase 2 Contact Centre Contract with 1000 + FTE and a TCV of £83M, where you will be the  primary point of contact to receive communication from the Buyer, as well as being primarily responsible for providing information to the Buyer through an agreed and auditable engagement method.

Key Responsibilities:

• Provide indirect leadership to the Client and Contract management community through communication, engagement, role modeling and mentorship.
• Collaborate closely with the Contact Centre Pillar Leads and Teams, balancing the delivery of client requirements against operational capacity, revenue, and margin goals.
• Support the delivery of the contractual governance hierarchy with supporting data and client presentations.
• Ensure that all customer interactions and cadences are managed to plan and supporting data, MI, plans, and presentations are professionally and accurately delivered.
• Have a full understanding of, and deliver all aspects of the contract terms and conditions including – contract obligations, social value plan, invoicing, fiscal management, negotiation, and risk management.

The Ideal Candidate

Essential Criteria:

• Previous experience of both operational delivery and client management in a BPO Call Centre of an equivalent size and complexity.
• History in providing leadership and direction to a growing business.
• Strong people & customer relationships at all levels.
• Commercial awareness.
• Experience of delivering results & meeting customer expectations.
• Experience of implanting successful change management.
• Excellent organisational and planning skills to balance multiple demands in a complex &  changing environment.
• Strong influencing and negotiating skills, being able to persuade the benefits of change & improvement to internal and client stakeholders.
• Ability to manage conflict and have difficult conversations.
• A versatile and first-hand leader.

Benefits

While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below;

• Free on-site Car Parking.
• Progression, training and development catered to you.
• Charity work
• Refer A Friend incentives 
• Company pension scheme with employer contributions.
• G4S Life Assurance Scheme.
• Subsidised healthcare plan.
• Charity work- Match-IT and Payroll Giving.
• Confidential Counselling Services
• 24/7 support specialising in health and medical 
• Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers.

We encourage applications from people from all ages and backgrounds and aim to have a workforce that represents the wider society that we serve at G4S ESS. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a workplace where everyone feels valued and a sense of belonging.

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