Mitie Cleaning & Hygiene Services
Contract Services Manager
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Job Overview
The Contract Services Manager is responsible for leading and developing two key operational support teams within the fire and security business: Contract Services and Sales Administration. The role ensures that customer contracts are accurately onboarded, maintained, and renewed, with high-quality data held within the operating database. The role also oversees the sales administration function, ensuring new customer enquiries and orders are handled efficiently, quoted works are verified, and new business is transferred smoothly into the operational teams.
Working closely with Sales, Central Operations, Field Operations, Finance, and Data Teams, the Contract Services Manager will ensure that processes are efficient, accurate, and customer-focused, while providing strong leadership and continuous improvement across both teams.
This is a key operational management position, responsible for ensuring that new and existing customer contracts are accurately managed throughout their lifecycle, while also ensuring that new sales enquiries and orders are efficiently converted into operational work.
Main Duties
Contract Services Management
- Lead, manage, and develop the Contract Services team, providing clear objectives, direction, and performance management.
- Oversee the contract renewal process, ensuring contracts are reviewed, renewed, and processed within agreed timescales.
- Ensure new contracts are accurately and efficiently onboarded into the business, with all relevant commercial, customer, and operational information captured.
- Manage the accurate importing and migration of contract and customer data into the operating database, Cash4Windows.
- Take ownership of data quality and integrity, ensuring the operating database remains accurate, complete, and up to date.
- Establish and maintain appropriate processes and controls to identify and resolve data discrepancies.
- Monitor contract records to ensure key information, including pricing, services, renewal dates, customer details, and billing information, is accurate.
- Work closely with Finance and Operations to ensure contract information supports accurate invoicing, service delivery, and reporting.
- Identify opportunities to improve contract administration processes, automation, and systems.
- Produce and monitor relevant KPIs relating to contract renewals, onboarding, data quality, and team performance.
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Sales Administration Management
- Lead and manage the Sales Administration team, ensuring a responsive and professional service to customers and the wider sales function.
- Oversee the handling of new customer enquiries, ensuring enquiries are captured, allocated, and progressed appropriately.
- Ensure quoted works are reviewed and verified before orders are accepted, identifying discrepancies or missing information and working with Sales to resolve them.
- Manage the accurate and timely receipt and processing of new customer orders.
- Ensure new orders contain all information required for successful delivery, installation, and ongoing service.
- Liaise with Sales, Operations, and other departments to ensure a smooth handover of new work from quotation through to delivery and contract setup.
- Ensure customer and order information is accurately recorded within the relevant business systems.
- Monitor workloads, response times, and team performance to ensure customer enquiries and orders are handled within agreed service levels.
- Develop and maintain clear procedures for enquiry handling, quote verification, and order processing.
What We Are Looking For
Leadership & People Management
- Provide strong day-to-day leadership across both teams.
- Set clear expectations and objectives and regularly review individual and team performance.
- Coach and develop team members, identifying training and development opportunities.
- Promote a culture of accountability, accuracy, teamwork, and continuous improvement.
- Manage resource requirements, workloads, and priorities across both functions.
- Support recruitment, onboarding, and development of team members where required.
- Ensure effective communication between Contract Services, Sales Administration, and the wider business.
Process Improvement
Our market-leading offering provides you with benefits that suit your lifestyle.
- We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home.
- We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
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When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment, or buy technology products at an affordable cost. There are many choices!
- We give you access to high street discounts from thousands of well-known retailers, gyms, and more through our MiDeals platform.
- And we have a cycle-to-work scheme.
- Life cover of up to four times your salary is available.
- We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month, and at the end of the year, there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition, or hearing loss) and need us to make any reasonable adjustments, changes, or do anything differently during the recruitment process, please let us know by emailing at.
About Us
Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites, as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
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