Location
Wath upon Dearne, South Yorkshire | United Kingdom
Job description
Contract Manager
Hybrid role however occasional travel is required to, Customer Contact Centre, Wath upon Dearne, Rotherham, S63 7ER
£46,000 per annum
37.5hpw, Monday-Friday
Excellent company benefits including Company Car or Car Allowance and Pension Scheme
About Us
G4S and Allied Universal came together in 2021 to create a global business which is now the world’s leading integrated security and facility services company. We offer our employees an immense range of exciting and rewarding long term career opportunities.
We deliver through teamwork and always act with integrity. Our caring culture puts people and safety first. With clients from the public and private sectors including schools and government sites, we assist a wide range of organisations and offer bespoke solutions. Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients.
If you believe in our values as much as we do and would like a job that makes a difference, then this is an exciting opportunity.
About the Role
We are looking for an experienced Contract Manager to to join our team, working in the Employment Support Services sector of the business, based in our Customer Contact Centre in Wath-upon-Dearne, Rotherham, South Yorkshire.
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, Enablement and Support.
As a Contract Manager you will have shared responsibility for Contract management of the Phase 2 Contact Centre Contract with 1000 + FTE and a TCV of £83M. You will be the primary point of contact to receive communication from the Buyer and will also be the person primarily responsible for providing information to the Buyer; through an agreed and auditable engagement method.
Some of the Key Responsibilities of this role will include:
Provides indirect leadership to the Client and Contract management community
through communication, engagement, role modelling and mentorship.
Provides a FPOC for all client service delivery and contract management needs.
Collaborates 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
Ensures all customer interactions and cadences are managed to plan and supporting data, MI, plans, and presentations are professionally and accurately delivered.
Full understanding and delivery to all aspects of the contract terms and conditions including – contract obligations, social value plan, invoicing, fiscal management, negotiation, and risk management.
Ensure compliance with applicable environmental, health, safety, and other regulatory rules and regulations.
Ensure all Health & Safety training and actions are undertaken as applicable to your area of responsibility.
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
Is commercially aware.
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.
Excellent interpersonal & communication skills.
Strong influencing and negotiating skills, being able to persuade the benefits of change & improvement to internal and client stakeholders
Initiative-taking & able to work in a demanding environment.
Ability to manage conflict and have difficult conversations.
A versatile and first-hand leader
Top class communication skills with the ability to influence and negotiate.
Strong presentation and communication skills, both written and verbal.
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;
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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Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .
Job tags
Salary
£46k per annum
