Contract Manager Full Time

Job Title: Contract Manager

Reports to/Line Manager Director Of Operations

Full time/Part time: Full Time

Role Summary:

The Contract Manager plays a critical role within our operational structure, overseeing client relationships, service delivery, and contract compliance. This position focuses on maintaining strong client partnerships whilst ensuring all contractual obligations are fulfilled through effective management of security operatives and quality assurance processes. The Contract Manager must demonstrate strong attention to detail, exceptional communication skills, and the ability to balance client satisfaction with operational efficiency. This role requires flexibility and responsiveness to meet evolving client needs whilst maintaining compliance with regulatory requirements.

Responsibilities:

Client Relationship Management

• Serve as the primary point of contact for assigned key accounts

• Build and maintain strong, long-lasting client relationships

• Conduct regular client meetings to understand their evolving needs and expectations in partnership with operations teams. • Proactively address client concerns and feedback Service Delivery and Quality Assurance

• Lead and manage the contract mobilisation, be the point of contact with supporting departments (HR/Finance/Control room) linking the contract.

• Ensure all staff are given a full consultation and onboarded as Part of TUPE

• Identify roster gaps pre mobilisation and lead recruitment to cover.

• Oversee the day-to-day delivery of services to ensure they meet or exceed client expectations and ensure all services are delivered in line with contractual agreements

• Conduct monthly client visits and meetings to ensure satisfaction. • Collaborate with teams across the business and with the client to maintain service quality and consistency

• Monitor and report on KPIs and SLAs for each account

• Implement and manage quality control processes • Share client feedback with relevant internal stakeholders to drive service improvements

• Proactively address client concerns and maintain high satisfaction levels

• Communicate positively with clients, promptly acknowledging and addressing any issues to prevent escalation.

• Develop and implement solutions to prevent recurring problems

People Management:-

• Effectively manage security operatives on the assigned contract.

• Manage the recruitment and onboarding process, ensuring recruits are screened to BS7858 standards and receive comprehensive induction training.

• Conduct regular welfare visits and performance reviews, identifying and addressing any concerns and managing through to resolution.

• Provide ongoing training and development for all security operatives, ensuring they have a clear understanding of policies, procedures, and escalation processes.

• Handle employee matters related to conduct, performance, competency, or incidents, including health and safety, in accordance with company policies and procedures, maintaining appropriate documentation.

• Address employee queries efficiently, including complaints, pay issues, and annual leave.

• Maintain a safe working environment, prioritizing health, safety, and wellbeing.

• Ensure compliance with all regulatory and legal requirements. Coverage: • Ensure core hour coverage, minimizing dropped shifts and reliance on sub-contractors.

• Maintain accurate schedules, Scheduling officers at least four weeks in advance to meet contracted hours.

• Proactively manage staffing levels to cover core hours through effective management and recruitment.

• Manage annual leave requests within a reasonable timeframe, responding to the officer appropriately whilst maintaining core coverage. Financials:

• Deliver on agreed area budgets and targets Compliance:

• Ensure that all site related documentation including Assignment Instructions and Risk Assessments, are regularly checked when on site and updated if required. An up to date copy held against location on People Hours.

• Maintain a safe working environment and prioritize health and safety

• Ensure clear, timely and transparent escalation of any issues, complaints, incidents and accidents through our line management structure. General:

• To uphold the company values and ways of working

• To maintain own personal development, utilising training and development opportunities.

• Undertake any other reasonable duties as requested by the Regional Manager or members of the Lodge Service Senior Leadership Team. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate

AUTHORITY LEVELS

· Termination of employment as an outcome of a disciplinary meeting.

· Approval of security officer expenses.

· Approval of security officer annual leave up to a length of 14 days only.

· Order uniform and supplies that are a contractual requirement of customers.

SKILLS & EXPEREINCE

· Experienced Area / Operations Manager with a proven track record in operations management, ideally within the Security Sector.

· Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint) to effectively manage and report on operations.

· Demonstrable ability to organise, prioritise, and manage multiple tasks efficiently.

· Strong verbal and written communication skills to interact effectively with clients, team members, and stakeholders.

· Capability to handle multiple responsibilities and projects simultaneously while maintaining high standards.

· Comfortable working with various groups within the business, fostering teamwork and collaboration.

· Strong People Management and Leadership skills with a demonstrated ability to lead, motivate, and develop a team, ensuring high performance and engagement.

· Possession of a valid SIA (Security Industry Authority) Licence is essential.

· Willingness to travel as needed to manage your operational area, conduct client meetings, and attend industry events.

· Adaptable and responsive to changing operational needs · Proactive decision-maker with a customer-centric approach

· Team player with the ability to work collaboratively across departments

· Resilient under pressure and capable of managing multiple priorities

Desirable:

· Degree or equivalent Security certifications or qualifications