Job Advert
Area Contract Supervisor
Location - Birmingham Based but will involve surrounding areas
Start - Immediate start available
Requirements - Must have a Valid UK driving license
Benefits - Company Phone, Laptop, Car
Reports to: Head of Operations
Successful candidate will need be dealing with the following departments on a daily basis, along with managing their on site staff members
- Central Operations
- Business development
- Finance
- Health & Safety & Sustainability
- HR & Payroll
Our Vision: "We aim to be the most trusted, innovative, and sustainable cleaning services provider in the UK”.
Our Mission: “Our exceptional teams are focused on creating outstanding value for
our clients by delivering industry leading operational excellence. We’re also committed
to creating a sustainable future through our continuous investment in the latest
innovations”.
Our Values:
Excellence: We pursue the highest quality in services, products and performance.
Teamwork: We create an inclusive work culture that recognises, values, and rewards the
diverse talents of our colleagues.
Innovation: We encourage creativity, applying a fresh perspective and investing in the
latest practices and innovation to improve our operation efficiency.
Sustainability: We are a sustainable and environmentally responsible business helping
our clients create clean and inviting spaces to support the health & wellbeing of their
employees and visitors.
“Customer obsession drives our success”
Core function: Our Contract Managers are ultimately responsible for overseeing the
management and day to day delivery of professional cleaning services to all allocated
clients. Through your commitment, energy and tenacity you are empowered to take
ownership of each contract by working closely with your clients and onsite teams to
ensure the consistent delivery of excellence in everything that you do.
Where the level of service fails to meet clients’ expectations you must take ownership
and work with the team to resolve with speed and efficiency aligned with our company
values.
Success is delivered through your sheer determination and commitment for creating
great relationships and delivering exceptional experiences.
Principle responsibilities:
Contract management:
- Manage allocated service contracts ensuring terms and conditions are
- clearly defined and adhered to.
- Monitor contract performance and ensure that all service-level agreements
- (SLAs) are met.
- Assist with contract renewals, extensions, amendments, and terminations as
- needed.
- Client relationship management:
- Be the primary point of contact for clients regarding all contract-related
- issues.
- Regularly meet with clients to discuss contract performance, address
- concerns, and provide recommendations for improvement.
- Build and maintain strong, positive relationships with key stakeholders to
- ensure long-term collaborations and client satisfaction.
- Operations & service delivery:
- Work closely with our operations team to ensure cleaning services are
- delivered to exceptional standards consistently.
- Monitor staffing levels, work schedules, and service delivery to meet client
- expectations.
- Implement best practices for operational efficiency and quality control.
- Ensure all cleaning staff comply with health and safety regulations and
- individual contract specifications.
- Financial management:
- Monitor contract budgets and profitability, ensuring cost-effectiveness and
- adherence to financial targets.
- Review and approve invoices ensuring alignment with contract terms.
- Collaborate with our finance team to track expenses, payments, and cost
- management.
- Ensure compliance to payroll process ensuring all adjustments are made
- prior to cut off dates.
Management of onsite team:
- Manage compliance to the onboarding process for all employees ensuring
- essential training is delivered as part of the induction process.
- Manage productivity & absence at each site ensuring all work is completed to
- the standard required within the timeframe allocated.
- Set clear performance targets, conduct regular reviews and manage poor
- performance using the company’s performance management process.
- Compliance & risk management:
- Ensure contracts comply with all relevant laws, regulations, and industry
- standards.
- Conduct regular audits of service delivery to identify and mitigate any
- potential risks.
- Manage dispute resolution between clients and the company, ensuring
- contractual issues are resolved in a timely manner.
- Reporting & analysis:
- Prepare regular reports on contract performance, financial metrics, and key
- performance indicators (KPIs).
- Analyse contract data to identify opportunities for improvement and potential
- cost savings.
Personal Attributes:
- Has a minimum of 3-5 years’ experience in contract management, preferably
- in the cleaning, facilities management, or service industries.
- Has had direct involvement in contract negotiations and has a good
- understanding of contract law.
- A confident communicator with exceptional interpersonal skills.
- Has the ability to manage multiple relationships and client issues
- simultaneously.
- IT skills including Microsoft Excel, Power point and familiarisation with CRM
- systems would be advantageous.
- Able to influence others to take decisive action.
- Self-motivated with a positive attitude.
- Problem solving ability to resolve onsite issues.
- Work with a minimal level of guidance & direction.
- Has a genuine passion for building great relationships and for delivering
- exceptional service levels.
- A good understanding of operational and financial management.
- Analytical skills with the ability to turn insights into positive action
- Has strong leadership and team management skills.
Key metrics:
- Deliver all financial KPI targets set for each contract.
- Resolution of client complaints within agreed SLAs.
- Maintenance accuracy of client contact data.
- Delivery of personal and business objectives.
- Improvement in client satisfaction scores (CSAT)