Contract Management Advisor

Overall Objective and Scope:
The contract management team provide efficient, effective, and accurate end to end management of the administration and customer interactions of all in life and end of contract agreement amendments.
This role will support the Team, Customers and Drivers by carrying out accurate administrative duties, whilst expanding their skillset and knowledge to ensure drivers and customers experience the best service.
Key Duties and Responsibilities:
Agreement Support:
Able to action all agreement amendments competently.Assist with coaching and development of new starters and the Team.Reach a level where you are an expert in at least one agreement amendment process.
Customer Service:
Take full accountability for the work and service you deliver, striving to exceed KPIs and SLAs.Responsible for all inbound and outbound interactions in the team.Owns any interaction through to completion, proactively chasing responses internally and externally where needed to complete a task.Respond to all interactions articulately and professionally, providing all the information required first time.Always puts yourself in the drivers shoes to see things from their perspective.Take time to understand the drivers needs.Able to deliver difficult messages, using each opportunity to explain and educate.Continually reviews what you are doing to look to make improvements.Champion and feel empowered in first contact resolution (FCR).Take responsibly to find out if you dont know the answer.Make calls instead of sending emails in the first instance where appropriate.Management of internal and external systems, keeping information accurate and up to date.Is flexible to take on bespoke and ad hoc on tasks allocated by Line Manager.Co-ordinate multiple team responses to give a holistic response where required.Demonstrate an ability to resolve complaints and difficult enquiries with first interaction.
Relationship Management:
Not afraid to ask for help.Build relationships with colleagues and drivers.Pride yourself on being respectful to internal and external people.Thrive as part of team and do what is asked.Ask for and responds positively to all feedback provided.Ask questions.
Finance & Legal:
Ensuring compliance with GDPR guidelines.Always asks security questions where appropriate.Check the accuracy of your own work before confirming or sending anything.Accurate calculation of quotesFacilitate cross-departmental communication when ending agreement early.
Person Specification:
Excellent attention to detail.High numeric proficiency.Excellent verbal and written communication skills.Polite and professional telephone manner.Proactively looks for how to do the best job.Inquisitive natures which asks questions about context and impact.Manages self with strong organisational and time management skills.Thrives when working as part of a team.Ability to flex and prioritise to meet varied business pressures.Confident in handling conflict.Ability to explain how to others.Able to create concise notes and keep these updated for personal development.
Values:
Forward Thinking
Always thinking about the driver journey, the impact you are having on them and what happens next, striving to answer everything first time.Integrity
Knows exactly what to do to offer the best service, takes pride in what they are doing, does everything to the best of their ability, treating each interaction with passion to showcase the highest level of service.Respect
Is a role model when interacting with others, putting others first when decision making.Smart
Continually looks to increase knowledge and learn new things. Engages in two-way feedback to develop themselves and make things better.Teamwork
Loves being part of a high performing team, understands the difference they make through working hard together and collaborating successfully.
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