Responsible for managing key client contracts as a single point of contact, including responsibility for financial performance and total ownership of customer satisfaction. This includes monitoring of CSAT measurements and driving subsequent findings, always acting as an ambassador in the Ipsum Way and Ipsum Values. The Lead will develop sales opportunities, identifying remedial works, maintenance pull-through works, project work, and cross-selling between Ipsum business units. The Lead will also ensure client retention, including pricing for contract renewals to the appropriate price/margin, ensuring renewed contracts are received, and identifying areas of contract scope growth.
The Contract Lead will develop internal interfacing, working with Planning, Operations, and Sales, ensuring efficient and consistent client interface with clear communication lines. This includes management of subcontractors and suppliers, ensuring they work in accordance with the Ipsum Way and Ipsum Values.
Responsible for ensuring works are planned in a professional and efficient manner, and in compliance with Health and Safety regulations. The Lead should identify potential issues before they arise, ensuring appropriate control measures are implemented while keeping clients involved.
Your New Role
* Managing Key Client and Key Contracts as a single point of contact, streamlining communications and ensuring a consistent Ipsum approach.
* Responsible for contract financial performance, ensuring all prices and margins are consistent, monitored, and controlled.
* Complete ownership of customer satisfaction and client retention.
* Monitoring of CSAT measurement, reviewing findings, and implementing actions from CSAT findings.
* Identify sales opportunities through site visits, reviewing maintenance & inspection reports, and understanding clients' Opex and Capex plans.
* Responsible for the efficient delivery of existing contracts to ensure client satisfaction and sound commercial performance.
* Responsible for pricing of maintenance renewal contracts and for pricing remedial and pull-through works resulting from maintenance contracts.
* The Contract Lead will be an Ipsum focal point, working with Ipsum Operations, Planners, Projects, Sales, Finance & Commercial, ensuring a smooth and consistent approach and communication with clients.
* Ensure works under your control are carried out in a professional and courteous manner, liaising with customers to meet their requirements in full.
* Working with Planning and Projects teams to ensure works are scheduled efficiently, with adequate and competent resources, and that all reports are issued in a timely manner.
* Working with specialist subcontractors to ensure they perform to Ipsum standards and follow the Ipsum Way.
* Identify and define requirements, scope, and objectives, ensuring that if work evolves, we adhere to client requirements.
* Ensure tasks are planned and completed within clients' target response SLA, balancing achievement and cost implications.
* Maintain appropriate resource and functional coverage to suit the demands of the business and client.
* Ensure all Ipsum activities comply with statutory legal requirements.
* Attend meetings as necessary to ensure customer satisfaction, client relationship management, scope and tender definition, and Ipsum business development and sales pipeline.
* Attendance at weekly planning meetings with the operational management team to discuss planning issues and review engineers’ workload to minimize non-productive time.
About You
* HNC / NVQ in a Business / Electrical discipline desirable.
* Experience in a commercial, multi-divisional organization.
* Good financial and commercial acumen.
* Detailed understanding of current HV/LV electrical installation techniques.
* Good knowledge of HV & LV switchgear, transformers, and power assets in Electrical Distribution networks is desirable.
* Solid and up-to-date knowledge of statutory requirements and legislation.
* Good knowledge of Health and Safety practice and Risk Assessment.
* Previous experience working in the High Voltage industry is desirable.
We value our people and offer a great range of employee benefits:
* Career development including professional qualifications and accreditation.
* Employee Assistance Programme including mental health support and access to counselling.
* Access to 24/7 virtual GP.
* Occupational Health support.
* Tax-efficient benefits via salary exchange (salary sacrifice):
* Cycle to Work.
* Life assurance cover.
* Established local social committees with a calendar of regular social events.
* Employee Discount Scheme – discounts on hundreds of retailers including supermarkets, mobile phone/broadband providers, gym memberships, and more!
* Long service awards.
* Opportunities to volunteer and make a difference via local community projects and initiatives.
Ipsum is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity. Please review our Privacy Policy before applying to know more about how we store and manage your personal data under GDPR regulations.
Recruitment Agencies - Ipsum does not accept 3rd party candidate applications from Recruitment Agencies and does not recognize any speculative CVs or T&Cs sent to any Ipsum employee.
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