Contract Manager

Contract Manager

Job Title: Contract Manager
Contract Type: Temporary
Location: Nantgarw, Rhondda Cynon Taff
Industry: Administration and Office Support
Reference: HQ00003240_1584442936
Contact Name: Naomi Gibbs
Contact Email:
Job Published: 17 March 2020
Job Description


  • To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing Team Leaders who are directing customer advisors.
  • To coach, develop and motivate the Team Leaders to monitor their teams performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved.
  • To ensure adherence to customer KPI's and SLA's are adhered to at all times.
  • To oversee effective management of 121's, meetings, appraisals and disciplinary process and recording in accordance with company policy.
  • To ensure adequate resource is available to meet customer and contract needs.


These may vary according to the type of contract, but tasks will generally involve:

  • Managing the daily running of the Contact Centre to the quality standard that the account requires.
  • Liaising with supervisors, team leaders, team members, external customers and other colleagues to gather information and resolve issues.
  • Following the Quality Management System, to improve quality and minimise errors.
  • Reviewing the performance of staff, identifying training needs and planning training sessions.
  • Investigating the most complex customer complaints or enquiries and recommending resolution/system improvements.
  • Managing compliance to HR policies for Contact Centre staff.
  • Reporting findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of staff and the improvement of procedures and policies currently in place.
  • Developing constructive and cooperative working relationships with Team Leaders and any other relevant colleagues, sales/professional services etc.

For more information please call Naomi on 02922 408250 or email

Vibe Recruit is acting as an Employment Business in relation to this vacancy.

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