At a Glance
- Tasks: Lead a team to ensure customer commitments are met and drive growth opportunities.
- Company: Join Softcat, a company that values innovation and teamwork.
- Benefits: Enjoy hybrid working, flexible hours, and a supportive work environment.
- Other info: Empower your career with excellent growth opportunities in a dynamic team.
- Why this job: Make a real impact by building trusted relationships and driving customer success.
- Qualifications: Experience in contract management and strong communication skills required.
The predicted salary is between 40500 - 49500 £ per year.
Would you thrive on holding teams accountable and ensuring customer commitments are consistently delivered? Are you passionate about building trusted customer relationships while driving retention and growth opportunities? Join our Contract Performance Team.
Our Contract Performance team ensures we deliver on every promise made to our customers. Working across sales, service delivery, procurement and vendor management, the team protects customer satisfaction, retention and long-term success. By building trusted customer relationships, they help identify opportunities that support future growth.
At Softcat, we don't just help customers embrace technology, we help our people grow too. Join a team where you'll be empowered to bring ideas, challenge the status quo, and make a genuine impact. We believe that together we achieve more, celebrating success while supporting one another every step of the way.
Drive customer success through exceptional contract delivery and trusted relationships. You'll play a key role in ensuring we consistently meet our contractual commitments, safeguard customer retention and drive operational excellence. You'll lead a small team focused on customer performance while working closely with internal stakeholders and customers to manage risk, improve delivery outcomes and identify opportunities for growth.
As Contract Performance Lead, you'll be responsible for:
- Leading contract governance across customer obligations, SLAs and KPIs.
- Driving customer retention through proactive risk identification and recovery planning.
- Holding internal stakeholders accountable for contractual commitments and service delivery.
- Coaching and developing a high-performing customer performance team.
- Identifying growth opportunities through trusted customer relationships and insight.
We'd love you to have:
- Experience in contract management, customer success or service delivery.
- Strong commercial awareness and ability to interpret contractual commitments.
- Experience leading and developing customer-facing teams.
- Confidence influencing and challenging stakeholders at all levels.
- Excellent communication, relationship-building and analytical skills.
We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:
- Hybrid working – 3 days in the office and 2 days working from home.
- Working flexible hours – flexing the times you start and finish during the day.
- Flexibility around school pick up and drop offs.
Contract Performance Lead in Manchester employer: OME
Kier is an exceptional employer, offering a dynamic work environment in the heart of Central London where you can thrive as a Managing Quantity Surveyor. With a strong focus on employee growth, diversity, and inclusion, we provide tailored benefits to meet your needs while fostering a culture that values collaboration and innovation. Join us to be part of a team that not only supports your professional development but also encourages you to make a meaningful impact in the construction industry.
StudySmarter Expert Advice🤫
We think this is how you could land Contract Performance Lead in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OME. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OME before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contract Performance Lead in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OME:Your cover letter is your chance to shine! Tell us why you want to work at OME specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OME!
How to prepare for a job interview at OME
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
