Contract Support Manager

Contract Support Manager

London Temporary 36000 - 60000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Support client queries and manage service requests in a dynamic fulfilment operation.
  • Company: Join the UK's leading delivery management company and elevate your career.
  • Benefits: Enjoy enhanced annual leave, health plans, and career development opportunities.
  • Why this job: Be part of a fast-paced team where your contributions directly impact client satisfaction.
  • Qualifications: Experience in client-facing roles and strong analytical skills are essential.
  • Other info: Full-time hours with occasional travel and out-of-hours support required.

The predicted salary is between 36000 - 60000 £ per year.

Take your experience to the next level with the UK’s leading delivery management company. We are looking for a Contract Support Manager to join our team in Northampton on a 12-month fixed-term contract. If you are a confident communicator with a sharp eye for detail and a passion for client service, this role is for you. Working at the heart of a dynamic fulfilment operation, you will support a variety of contracts and help to deliver outstanding service and value to our clients.

About the Role: In this pivotal role, you'll be the first point of contact for client queries, manage service requests, and support the contract management team. You'll ensure client satisfaction, track performance against SLAs, and provide clear, timely reporting. Building strong internal and external relationships will be key to operational excellence and long-term client success. This role is ideal for someone with experience in ecommerce, fulfilment, 3PL, or customer-focused environments, particularly if you thrive in a fast-paced, collaborative setting.

Key Responsibilities:
  • Act as first-line support for issues, incidents, managing day-to-day client support requests and service queries.
  • Work with internal teams on SLA compliance and continuous improvement and liaise with Operations and Carrier teams to ensure service commitments are met.
  • Assist trade customers with bookings, paperwork, and general support.
  • Collate and manage data for accurate reporting and invoicing, and support client review meetings with financial and activity performance data.
  • Assist with feasibility studies and pre-sales consultancy.
  • Help coordinate change control procedures with relevant departments.
Additional Information:
  • Working Hours: Full-time, Monday to Friday, 8:30am - 5pm (with occasional weekend or out-of-hours support as needed).
  • Travel: Occasional travel to other depots may be required.
Benefits:
  • Annual leave enhanced with long service.
  • Access to our prestige benefits and rewards portal.
  • Long service rewards: both financial and leave based.
  • Health cash plan.
  • Life assurance scheme.
  • Career development opportunities.
  • Access to a well-established Employee Assistance Programme provider.
  • And other excellent benefits you'd expect from a market leader.
Requirements:
  • Proven experience in a client-facing role (e.g., Account Executive, Customer Service Advisor, Client Manager, or Contract Support Manager).
  • Background in e-commerce, fulfilment, logistics, or warehousing is highly beneficial.
  • Strong analytical skills and proficiency in MS Office (Excel, Word, PowerPoint).
  • Excellent interpersonal and communication skills.
  • Methodical, detail-oriented, and organised approach.
  • Positive, can-do attitude with the ability to remain calm under pressure.
  • Confident decision-maker who works well with data and evidence.
  • Flexible and open to occasional travel and out-of-hours work when required.

If you're looking for your next challenge in a client-centric logistics role where your work truly makes a difference, apply for this role today.

Contract Support Manager employer: Whistl UK Ltd

Join the UK’s leading delivery management company as a Contract Support Manager in Northampton, where you will thrive in a vibrant work culture that prioritises client satisfaction and operational excellence. With a strong focus on employee growth, we offer extensive career development opportunities, enhanced annual leave, and a comprehensive benefits package, including health cash plans and long service rewards. Experience a collaborative environment that values your contributions and supports your professional journey in the fast-paced world of e-commerce and fulfilment.
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Contact Detail:

Whistl UK Ltd Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Contract Support Manager

✨Tip Number 1

Familiarise yourself with the key responsibilities of the Contract Support Manager role. Understanding the day-to-day tasks, such as managing client queries and tracking performance against SLAs, will help you demonstrate your relevant experience during interviews.

✨Tip Number 2

Network with professionals in the e-commerce and fulfilment sectors. Engaging with industry contacts can provide insights into the company culture and expectations, which can be invaluable when preparing for discussions with us.

✨Tip Number 3

Brush up on your analytical skills, especially in using MS Office tools like Excel. Being able to showcase your proficiency in data management and reporting will set you apart from other candidates.

✨Tip Number 4

Prepare examples of how you've successfully managed client relationships in the past. Highlighting your ability to maintain strong internal and external relationships will resonate well with our team and demonstrate your fit for the role.

We think you need these skills to ace Contract Support Manager

Client Relationship Management
Analytical Skills
Proficiency in MS Office (Excel, Word, PowerPoint)
Attention to Detail
Communication Skills
Organisational Skills
Problem-Solving Skills
Ability to Work Under Pressure
Decision-Making Skills
Knowledge of SLAs and Performance Tracking
Experience in E-commerce or Fulfilment
Flexibility for Travel and Out-of-Hours Work
Methodical Approach
Team Collaboration

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in client-facing roles, particularly in e-commerce, fulfilment, or logistics. Use specific examples that demonstrate your analytical skills and ability to manage service requests.

Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for client service and your strong communication skills. Mention how your previous experiences align with the responsibilities of the Contract Support Manager role.

Highlight Key Skills: In your application, emphasise your proficiency in MS Office, especially Excel, as well as your methodical and detail-oriented approach. These skills are crucial for tracking performance against SLAs and managing data.

Showcase Your Problem-Solving Abilities: Provide examples in your application of how you've successfully handled client queries or service issues in the past. This will demonstrate your capability as a confident decision-maker who can remain calm under pressure.

How to prepare for a job interview at Whistl UK Ltd

✨Showcase Your Client-Facing Experience

Make sure to highlight your previous roles that involved direct client interaction. Discuss specific examples where you successfully managed client queries or resolved issues, as this will demonstrate your ability to thrive in a client-centric environment.

✨Demonstrate Analytical Skills

Prepare to discuss how you've used data to track performance and improve service delivery in past roles. Bring examples of reports you've created or data analyses you've conducted, especially if they relate to SLAs or client satisfaction metrics.

✨Emphasise Your Attention to Detail

Since the role requires a sharp eye for detail, be ready to provide examples of how your meticulous approach has benefited your previous employers. This could include managing contracts, ensuring compliance, or any processes where accuracy was crucial.

✨Prepare for Scenario-Based Questions

Expect questions that assess how you would handle specific situations, such as managing a service request under pressure or coordinating with internal teams. Practising these scenarios can help you articulate your thought process and decision-making skills effectively.

Contract Support Manager
Whistl UK Ltd
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