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For Companies At a Glance
- Tasks: Support contract performance and drive operational excellence through data-driven insights.
- Company: Join NSL, the UK's largest judicial services company, leading in clean air technology.
- Benefits: Enjoy a competitive salary, hybrid working, 25 days leave, and lifestyle discounts.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by improving service delivery and client satisfaction.
- Qualifications: Strong Excel skills, experience in data analysis, and proven people management.
The predicted salary is between 45000 - 45000 £ per year.
About the Company
NSL, part of Marston Holdings, is recruiting for a Contract Support Manager to join our team in Islington. Marston Holdings is the UK’s largest judicial services company and a leader in clean air technology. The group supports local and central government, utilities, and private sector clients through innovative, technology-enabled solutions from design and implementation through to management and recovery.
The Role
This role sits at the centre of operational performance, supporting contract delivery by ensuring continuous improvement methodologies, corporate practices, and systems are embedded into day‑to‑day operations. You will work closely with operational management and clients to drive performance, maintain compliance, and deliver against contractual expectations, using data‑driven insights and hands‑on support.
Key Responsibilities
- Support contract performance by embedding continuous improvement methodologies, corporate practices, and systems
- Design, maintain, and develop statistical models to support KPI delivery
- Monitor operational performance in real time and recommend appropriate remedial actions
- Manage a dynamic enforcement environment, adapting service levels in line with operational needs
- Work closely with operational management to ensure compliance with company procedures and legislation
- Maintain and develop contract-level systems, including payroll processes
- Liaise with clients to support delivery of contractual expectations
- Provide coaching, guidance, and one‑to‑one support to Team Leaders and Civil Enforcement Officers (CEOs)
- Deliver objective feedback on contract performance and support improvements in systems and processes
- Maintain accurate performance records to benchmark compliance across contracts
- Identify training and development needs for frontline colleagues
- Collaborate with CAMs, OSMs, and frontline teams to improve service quality and efficiency
- Monitor contract performance and client satisfaction
- Act as a key point of contact for clients, providing ad‑hoc reporting and data analysis
- Work with client Service Quality Officers to resolve issues and improve service delivery
- Ensure contractual obligations and service objectives are consistently met through a continuous improvement approach
About You
- Intermediate or advanced Excel skills (essential)
- Strong IT skills, with the ability to use multiple systems and applications
- Experience in CCTV clip review and data analysis/management
- Experience monitoring and reporting on KPI performance and defaults
- Proven experience managing people to improve performance
- MI/BI analytical experience (desirable)
- Strong ability to analyse large and complex datasets
- Excellent analytical and problem‑solving skills
- Ability to interpret data and translate it into actionable performance improvements
- Experience working to tight deadlines and managing multiple priorities
- Strong organisational and planning skills
- Experience developing and implementing performance scorecards
- Confident communicator, able to engage effectively at all levels
- Strong report writing and presentation skills
- Experience handling complex customer complaints and resolving them successfully
- Ability to identify underperformance and implement sustainable improvements
- Experience managing conflict between clients and contractors
- Experience working within a parking or enforcement environment (desirable)
What’s In It For You
- Salary of £45,000
- Hybrid working options available after probation
- 25 days annual leave plus bank holidays
- Enhanced maternity and paternity package (subject to eligibility)
- Access to a range of lifestyle benefits, including retail, travel, and wellbeing discounts
Diversity & Inclusion
We are an equal opportunity employer and welcome applications from all suitably qualified candidates, regardless of background or protected characteristics. We are committed to creating an inclusive environment where everyone can thrive.
Contract Support Manager in London employer: Marston (Holdings)
Contact Detail:
Marston (Holdings) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contract Support Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how you can contribute to their goals. This will help you stand out and show that you're genuinely interested.
✨Tip Number 3
Practice your interview skills with a friend or in front of a mirror. Focus on articulating your experiences and how they relate to the Contract Support Manager role. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Contract Support Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Contract Support Manager role. Highlight your experience with continuous improvement methodologies and data analysis, as these are key for us. Use specific examples that showcase your skills in managing performance and compliance.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team at NSL. Mention your strong IT skills and experience in monitoring KPI performance, and don’t forget to show your enthusiasm for the role and our company.
Showcase Your Analytical Skills: Since this role involves a lot of data-driven insights, make sure to highlight your analytical skills in both your CV and cover letter. Talk about your experience with Excel and any statistical models you've designed or maintained. We love numbers!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team. Good luck!
How to prepare for a job interview at Marston (Holdings)
✨Know Your Numbers
As a Contract Support Manager, you'll be dealing with KPIs and performance metrics. Brush up on your Excel skills and be ready to discuss how you've used data to drive improvements in past roles. Bring examples of statistical models or reports you've created to showcase your analytical prowess.
✨Understand Continuous Improvement
Familiarise yourself with continuous improvement methodologies like Lean or Six Sigma. Be prepared to share specific instances where you've implemented these practices to enhance operational performance. This will show that you not only understand the theory but can apply it effectively.
✨Client Communication is Key
Since this role involves liaising with clients, think about your past experiences in managing client relationships. Prepare to discuss how you've handled complex customer complaints and resolved issues successfully. Highlight your communication skills and ability to engage at all levels.
✨Showcase Your Problem-Solving Skills
The ability to analyse large datasets and translate them into actionable insights is crucial. Think of examples where you've identified underperformance and implemented sustainable improvements. Be ready to discuss your approach to problem-solving and how it has positively impacted your previous teams.