At a Glance
- Tasks: Manage contracts and ensure service delivery meets customer expectations and financial goals.
- Company: Dynamic company focused on customer service and operational excellence.
- Benefits: Competitive salary, annual bonus, flexible benefits, and generous holiday allowance.
- Other info: Opportunities for ongoing training and professional development.
- Why this job: Be the voice of the customer and drive impactful service improvements.
- Qualifications: Experience in contract management and strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
Location: Leicester, GB, LE19 1WY Home, GB Dorset, GB, BH23 6BU Lowton, GB, WN7 3PT Poole, GB, BH17 7ER
- Type of Employment: Full-time
- Career Level: Professional
- Job Family: Customer Services
- Service Delivery Manager – Traffic Enforcement
This role has overall responsibility for ensuring our Enforcement Service contracts are delivered in line with customer expectations, contractual commitments and financial budgets.
Working closely with customers and internal delivery teams, you will coordinate service delivery across Projects, Operational Support and Solutions Engineering, ensuring key operational functions work collaboratively to achieve customer outcomes and business objectives.
You will serve as a primary point of contact for our customers, with responsibility for contract performance, representing the voice of the customer and identifying future business opportunities.
Responsibilities
- Assist the service delivery team’s leadership by influencing and establishing clear objectives aligned with contract requirements.
Ensure service levels are met and foster a culture of continuous improvement.
- Work with Account management team and Business Analyst to produce performance monitoring reports, interpret statistics and act as appropriate to facilitate continual improvement.
- Responsible for contract financial performance and through effective cost control, identify areas for improvement and actively drive the teams for increased productivity and overall effectiveness.
- Implement thorough contract service reviews to facilitate close communication with customers.
These reviews allow for feedback on current performance levels, solution effectiveness, and potential sales opportunities.
- Develop customer relationships and strategies to deliver contract extensions and retentions being the voice of the customer internally to ensure business success.
- Develop new and enhanced service offerings with existing customers to support business growth aspirations.
- Utilize the Net Promoter Score as a means to evaluate performance and identify opportunities to improve the customer experience.
- Support future tendering activities on future contracts from a service delivery perspective.
- Support new contract service mobilisations, ensuring the Enforcement service model is fully implemented and ensure contractual service expectations are delivered from system Go live.
- Influence PLM and Product Development activities to support future service requirements, system resilience, achieving cost reductions and the future needs of our customers.
- Prepare Quotations / Facilitate order entry of framework orders for all existing business.
- Contribute to the sales forecast and provide routine updates in the CRM tool.
Qualifications & Experience
- An operational or commercial background coupled with a formal business qualification and experience within the ITS industry is desirable.
- The role requires excellent communication skills, with customers, external partners and internal colleagues at all levels.
- Confident to initiate, negotiate, and conclude difficult contractual discussions where necessary to ensure that change is managed and communicated effectively.
- Able to make informed decisions on service contracts based on interpretations of Contract Terms and Conditions and Contract Specifications.
- A good understanding of financial risks and risk management tools is essential as is the ability to influence costs throughout the service delivery phase.
- Good knowledge of Microsoft Office tools, particularly Excel, Power Point, Word and Microsoft Project.
- We offer
- Competitive base salary plus annual bonus
- 26 days holiday (rising to 29 with service)
- 37.5-hour working week
- Company vehicle
- Excellent pension scheme with up to 10% employer contribution
- Flexible benefits tailored to your needs
- Ongoing training and development, including support for professional memberships
- #J-18808-Ljbffr
Contract Manager in Poole employer: Yunex Traffic
Yunex Traffic is an exceptional employer that prioritises employee development and well-being, offering a competitive salary with bonuses and a flexible benefits package. Our work culture fosters collaboration and innovation, ensuring that as a Field Technical Support Engineer, you will have access to continuous training and growth opportunities in a dynamic environment dedicated to enhancing traffic systems across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Contract Manager in Poole
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Yunex Traffic. 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 Yunex Traffic 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 Manager in Poole
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 Yunex Traffic:Your cover letter is your chance to shine! Tell us why you want to work at Yunex Traffic 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 Yunex Traffic!
How to prepare for a job interview at Yunex Traffic
✨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.
