Customer Contracts Manager (Key Account Manager)

11 Feb 2018
16 Feb 2018
Contract Type
Full Time
Traded Services, at the University of Surrey, oversees a range of customer focused services for the University; including over 5,000 residential spaces, a Letting Agency, the University Temp Agency, Transport Team and the provision of a number of outsourced services including the University Simply Fresh Shop and Bright Horizons Nursery.

The post holder will oversee the contract management of a range of customer focused outsourced services, ensuring that our customers are provided with an exceptional experience and value for money. You will be customer focused, with the ability to manage a portfolio of services and develop excellent working relationships with students, staff and contract providers.

Acting as the customer representative on a number of key services within the University that are provided via external contracts, including, but not limited to: Campus Shop, University Nursery, Laundrettes, Parking Services, Bus Provision and Student Insurance.

Working in partnership with our contracted service providers, you will ensure our customers are provided with a quality service that provides value for money, that continual improvement is sought and that the University is provided with the full benefits of the contract.

You will also manage the timely procurement of new contracts, renewal of existing contracts (where appropriate) in close conjunction with Procurement to ensure full compliance with all legal and University requirements.

Key responsibilities include:

1. To ensure that new contracts are fully fit for purpose, compliant with legal and other requirements and meet the identified needs of the University. Ensuring all contracts are retendered / negotiated as appropriately, acting as project manager through process.
2. To ensure that our contracted services consistently provide a high quality, customer focused, value for money service. Working in our partnership with our contracted service provider, you will ensure customer feedback is actively sought and responded to, promoting an ethos of continual improvement
3. Proactively build relationship with customers and key stakeholders, related to the contracted service provision
4. Positively manage contract performance, monitoring all required / agreed KPIs and SLAs
5. Ensure that the financial elements of the contractual arrangements are carefully managed and closely monitored, ensuring all financial transaction happen in a timely fashion
6. Undertake regular formal and informal contract meetings, monitoring that all follow-up actions are completed
7. Ensure contracted service providers adhere to appropriate University policies; including H&S, E&FM policies, parking, smoking etc.

With significant experience of managing service contracts, where the customer experience is paramount, you will seek to embed a culture of continuous improvement within these partnerships. The post holder will be customer focused, possess excellent interpersonal and communication skills, alongside having an eye for detail, good IT skills and the ability to prioritise a diverse workload.

Experience and Knowledge:

Extensive experience of managing a range of service contracts
Significant experience of developing positive professional relationships
Strong communication skills, both written and verbal, and excellent interpersonal skills with customers, contractors and other stakeholders
A customer focused approach, with proven customer service experience
Experience of day to day monitoring of contractual relationships, including KPIs and SLAs
Experience of retendering / negotiation of service contracts
Excellent IT skills with the ability to use standard packages

Special Requirements:

Requirement to work occasional weekends and evenings during busy times / to support key events
Part of the on-call arrangements for out of hours emergency situations

The University of Surrey is amongst the highest achieving universities in the United Kingdom, having been awarded the Times/ Sunday Times University of the Year Award for 2016. We are ranked 10th in The Times Higher Education Table of Tables for UK universities in 2017, and we are the recipient of four Queen’s Anniversary Prizes.

In addition to a competitive salary you will receive 32 days annual leave/closure days and a great benefits package including pension and discounted membership to our world-renowned Surrey Sports Park

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