Key Account Contract Manager

• Act as the primary client contact, ensuring clear communication and consistent service
• Own customer satisfaction, monitor CSAT results, and drive improvement actions
• Ensure timely renewal of contracts at appropriate pricing and margin
• Identify new work opportunities from site visits, maintenance reports, and client budgets
• Attend client meetings on performance, scope, issues, and future opportunities
• Ensure work is planned, resourced, and delivered efficiently in line with H&S requirements
• Coordinate with Planning, Operations, and Projects to schedule works and allocate competent resources
• Manage subcontractors and suppliers to ensure they meet Ipsum standards
• Review engineering reports, identify remedial actions, and progress follow‑on works in line with contractual SLA’s and KPI’s
• Manage contract financial performance, including pricing, margins, cost control, and forecasting
• Ensure accurate purchase orders, variations, and client approvals are in place
• Support invoicing and Applications for Payment, ensuring timely submission and resolution of queries
• Report on utilisation, productivity, and root causes of unproductive time

• Experience of operating in a Commercial, Multi-Divisional organisation with field based service background and experience (HV industry an advantage)
• Experience of dealing with major clients and supply chain and management of complex work streams and service management systems
• Exceptional communication skills with a strong sense of initiative and the ability to build excellent working relationships
• A positive and proactive mindset, willing to learn and progress with a warm, professional, and confident manner
• Remain calm under pressure and can communicate with internal and external parties, taking personal pride in making improvements
• A customer focused individual who is a team player. With an ability to identify where their assistance will help colleagues
• Highly organised with excellent numeracy skills and be experienced in multitasking and prioritising own workload
• Good organisational, presentation and punctuality skills
• CTC Clearance Required

HV industry experience

• 24 days annual leave plus bank holidays
• Option to buy 5 additional holidays
• Group Personal Pension Plan
• Career development & progression with the opportunity to earn professional qualifications
• 24/7 access to a virtual GP and Mental health support & counselling services
• Cycle to Work scheme
• Discount club - supermarkets, phone bills, gyms & more
• Life assurance cover
• Enhanced Maternity Pay
• Long service recognition
• Active local social committees
• Regular social events
• Paid volunteering opportunities in your community