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About the job
The role of the Contract Manager is to support the senior team in all aspects of the training function to include; customer care, administration, sales, marketing and project work. You will develop a full understanding of the training division goals and objectives and you will support the achievement of this through providing excellent customer service, maximising on business opportunities, generating new business opportunities and supporting the Head of Training to ensure all trainers are appropriately skilled and qualified to undertake the work we commission with them.
Contract Managers will have their own customer base to work with and will be fully responsible for managing each of their contracts. These contracts will vary in size and the number of customers will increase with the business growth.
The purpose of the role is to provide all of our customers with one main point of office contact who can then fulfill all of their requirements. This will include both training and qualifications requirements. Some customers requests may need to be passed onto someone specific such as the Head of Training or Head of Customer Service and Contracts; however this one main point of contact for all customers will ensure that this is managed efficiently and recorded appropriately.
Contract Managers will be supported by Contract Administrators however they may or may not have any supervisory responsibility for them.
This position reports directly to the Head of Customer Service and Contracts and will include the following tasks:
Customer Service You will provide an excellent level of customer service at all times and strive to exceed customer expectations.Management of the training booking processOrganising trainers diariesProducing customer reports and providing them with informationContract management of customersProviding customers with pre and post course informationQuality assurance collation for continuous improvement across the businessOrganising and attending service review meetings with your contract contacts
AdministrationDesign and management of customer reports and customer dataSending customer reports outSupport the Head of Customer Service and Contracts with the tracking of cohorts on qualifications programmesSupport with new and improved business processesMinute taking during meetings and report writingLiaison with suppliers and placing ordersSupport with accreditations and internal auditsSupport with the recruitment process in order to fulfil your customer requirements i.e. First Aid trainersAttend weekly and monthly team meetingsCompletion of monthly figures plus recording of figures against targetsAny project work, research or any other tasks as required by the Head of Customer Service and Contracts or Head of Training
Sales and Marketing You will support the training team to achieve monthly sales targets in line with the organisations aims and objectives.Build relationships with your existing customers to secure repeat businessIdentify and market to prospective customersOrganise and attend new customer meetingsSend quotes and follow upDevelopment and upkeep of sales database/LMS systemPut forward ideas and recommendations for all the website and our social media plansOrganise and attend exhibitions
Skills and AttributesThis role requires someone with excellent communication skills who has the ability to develop good working relationships at all levels and who has experience of working in a customer focused environmentThis person will need to be extremely well organised, efficient and be able to work on a number of tasks or projects at the same time.This person will be well presented and professional at all times and promote UTS as a professional organisationHigh levels of customer care skills are essential. If the person does not have sales and marketing experience they must have a strong desire to be trained in these areasThis role requires someone who is able to react and respond to all customer enquiries with a sense of urgencyAttention to detail is essential when producing data and reports both for customers and for internal reportingThis person will by dynamic with a desire to support the team to succeed to meet all agreed targetsThis person will need to be flexible and adaptable to change. UTS are a growing business who are constantly moving into new areas and this role requires someone who can adapt their role and take on new or additional responsibilities at any time as required by the senior team