Contract Coordination Manager

As the Contract Coordination Manager, you will manage and develop an Account Coordination and Scheduling function to ensure Key Performance Indicators and Service Level Agreements are achieved and exceeded. Taking direction from the Account Management team, the job holder should be able to work under minimal direction, leading and developing their staff to ensure business and client priorities are managed, and expectations exceeded.

You will be required to have a strong commercial understanding / background and an understanding of billing.

The role holder will be able to use their knowledge and experience to develop their area of management in line with Salisbury's ambitions for growth.

The role holder should develop and grow individual manager and team skills through coaching and regular communication.

Principle Duties and Responsibilities

• Manage and develop an Account Coordination function to ensure that all jobs - whether planned or reactive - are managed effectively within their response times, and in accordance with Service Level Agreements, mitigating any risk to Atlas or its clients;
• Provide the team with the direction required to achieve Atlas's goals and objectives;
• Manage the team's performance against Key Performance Indicators and Service Level Agreements by creating and analysing financial and operational reports to review results, quality of output and the timely management of tasks. Implement improvements as needed, measuring the effectiveness accordingly;
• Maintain a good contractual knowledge of all Atlas clients and be able to provide advice and guidance to ensure full compliance;
• Manage and maintain staffing levels, and oversee the recruitment of competent individuals to ensure quality of service is not compromised by lack of skill or resource;
• Develop and maintain excellent client relationships with the Salisbury customer base, understanding the contractual requirements and acting as an escalation point to resolve issues for the client.
• Nurture a culture of customer service excellence within the team ensuring excellent customer service standards are demonstrated at all times;
• Liaise regularly with the Helpdesk Manager to ensure effective task management across all teams, as well as the sharing of best practice;
• Liaise regularly with the Account Management Leads to understand account strategy, financial targets and overall direction so that this can be disseminated to the team;
• Develop and maintain effective relationships with sub-contractors, ensuring escalated issues are resolved quickly with no risk to the business or to the client and liaising with the Procurement team as required;
• Build and maintain relationships with Atlas's internal teams - specifically Commercial, Engineering and Finance - to ensure the works administered by the team can be successfully completed and billed and any risk is managed and mitigated;
• Motivate, lead and develop the team through effective performance management and regular coaching, 1:1 meetings and feedback;
• Support the Account Management team and Director of Operations where required, reporting upstream on account/team performance, both operational and financial (income and risk);
• Attend client and operational meetings as a team and Account representative to support the operational teams;
• Act as an escalation point for the Team Managers and the wider team, providing expertise in the operational and commercial elements of the function;
• Identify training requirements and implement appropriate solutions where required;
• Manage sickness, absence, disciplinary and grievance issues in line with company policies and procedures;
• Ensure that in the event of a BCP situation, the function can performance with the minimum disruption, with the necessary processes and technology in place and regularly tested;
• Carry out any other tasks related to the contract as directed by your line manager;
• Comply with all relevant Health & Safety Rules and regulations;
• Contribute to the 'FM Team' culture.

• GCSE Maths & English

Essential Knowledge, Skills and Experience for this role

• Extensive experience in a similar, customer services role within a business services environment
• Strong analytical skills with the ability to understand and interpret results to ensure effective solutions
• Strong interpersonal skills with stakeholders at all organisational levels in verbal and written communications
• Strong IT skills in Microsoft packages, Maximo and Survey Monkey
• Able to work independently with minimal supervision, using initiative

We achieve this by combining our unique understanding with useful technology and an above-and-beyond attitude from our people on the ground and in our support centres. This provides a more personal approach to facilities management and building maintenance services.

We are present right across the UK at more than 1,000 sites and over 11 million square feet of premises. Our services include engineering maintenance, security, cleaning, compliance, reception, energy solutions and more.