Contracts and Customer Care Administrator

Contracts and Customer Care Administrator – Global Recruitment.

Our office is based in Richmond, just 8 minutes from Clapham Junction.

Are you the person who makes sure nothing falls through the gaps? At Ellis Group, we believe a great recruitment experience doesn’t stop when a placement is made.

We are looking for a Candidate & Customer Care Coordinator to become the central point of contact for our candidates, contractors and customers making sure they feel supported, informed and valued throughout their journey with us.

Sitting at the heart of Sales, Compliance, Finance and Operations, you will connect the right people, coordinate communication and take ownership of queries from start to finish.

This is not a Compliance or Finance role. You won’t be expected to have all the answers yourself. Your role is to make sure the right people are involved, actions happen when they should, communication is clear and the candidate or customer always knows what’s happening next.

In short: you will be the person who makes things happen and makes the experience feel seamless.

What you will be doing

You will take ownership of the day-to-day candidate, contractor and customer experience, including:

• Acting as the main point of contact for candidates, contractors and customers, providing a professional, responsive and genuinely helpful service.
• Building strong relationships and creating a positive experience throughout every stage of their journey with Ellis Group.
• Acting as the link between Candidates, Customers, Sales, Compliance, Finance and Operations.
• Taking ownership of queries, coordinating with the right internal teams and following through until they’re resolved.
• Guiding candidates through their journey, making sure they understand what’s required, who is responsible and what happens next.
• Managing the candidate onboarding journey and working closely with our Compliance team to keep everything moving.
• Coordinating outstanding compliance requirements and documentation while keeping candidates informed and supported.
• Liaising with Finance on candidate and customer queries relating to payments, invoices, timesheets and purchase orders.
• Working closely with Sales to ensure a smooth handover once a candidate has been placed.
• Coordinating with Operations and Contracts where onboarding, contractual or assignment support is required.
• Helping candidates and contractors navigate timesheet processes and systems, including RSM InTime.
• Proactively chasing outstanding internal actions where delays could impact the candidate or customer experience.
• Providing one consistent point of contact when a query involves several departments — so candidates and customers don’t have to chase multiple people.
• Keeping CRM and RSM InTime records accurate and up to date, including important interactions, queries and outcomes.
• Gathering feedback and identifying recurring issues or points of friction in the candidate and customer journey.
• Working across the business to improve communication, handovers and processes.

What we are looking for

You will be someone who genuinely enjoys helping people, building relationships and getting things sorted. Previous experience in candidate care, customer service, recruitment, account support, sales support role would be advantageous.

You will also bring:

• A genuinely customer-first mindset and a desire to deliver an excellent experience.
• Excellent communication and relationship-building skills.
• The confidence to communicate with candidates, customers, and colleagues at all levels.
• Strong coordination skills and the ability to work across several teams while retaining ownership of the overall experience.
• A proactive, solutions-focused approach you spot what needs to happen, involve the right people and follow through to completion.
• Excellent organisation and prioritisation skills, particularly when managing multiple queries at once.
• Strong attention to detail and accurate record-keeping.
• Confidence using Microsoft Office, Excel, CRM platforms and other business systems.
• The ability to quickly understand new processes and how different departments work together.

Why Ellis Group?

You will be joining a collaborative business where candidate and customer experience really matters. You will work with teams across the business, build relationships with candidates and customers and have the opportunity to directly influence how we improve our service as we continue to grow.

We are looking for someone who reflects our values in the way they work every day: Collaborative. Connected. Ethical. Engaged. If you are a natural relationship-builder who loves helping people, solving problems and making sure nothing gets lost between departments, we would love to hear from you.