Job title:Contract Manager
Location:South East
Salary:Competitive
Hours:37.5 hours per week
Contract duration:6 months initially
Contract type:Fixed Term Contract
Main purpose of role:
  • To provide comprehensive and professional Project management for all installations projects within your regional area or others as requested by the UK Project Manager. This role will liaise closely with the sales and service teams for the various accounts to ensure a professional installations experience for the customer from placing the order through to commissioning and hand over to the service function.
  • To effectively manage the third party installers to deliver world class installation.
  • Generate and maintain excellent customer and supplier relationships to ensure that there are zero installation defects and zero customer complaints from installations in your area.
  • Ensure project completion in line with company revenue and quality objectives.
  • Deliver “Cost Out” and No Charge cost targets. 
Key responsibilities and results areas:

To attend pre project meetings with sales and the customer to identify and clarify the customers expectations from the installation.

 

To generate Project Documentation and ensure customer sign off to projects initiation, clearly identifying the agreed work packages for all parties involved in the project and hence agreement that any variations could lead to additional charges.

To maintain project detail using Projects-on-hand reporting tool.

Ensure written customer sign off on any necessary variations.

To provide technical support & guidance to customers/Installations/Sales including resolving site technical issues.

To keep tight control of Turnover, cost and margin versus planned turnover cost and margin to ensure that profits are maximised for each project.

To actively sell additional equipment / charge for additional work on the contract – increasing the sales value and margin of the project.

To ensure that all excess Installer stock is cleared out of Installer warehouses and ensure that it is returned to Tunstall efficiently and expediently.

Undertake audits to ensure installations are completed in line with the agreed installation bills of equipment issued by Tunstall to the installer. Plus Tunstall quality requirements regarding work undertaken and client sign off  ensuring current health & safety legislation is being complied with.

To effectively plan own workload and meeting / site / customer visit schedules to ensure maximum effectiveness in terms of improving performance e.g. volume of meetings, focus etc.

To maintain a current and up to date record of each site history e.g. visit reports, meeting agendas, resulting action points which include who and due by dates.

To document / formalise complaints and concerns from customers and contractors – acting to resolve them speedily and effectively taking the necessary steps to identify and eliminate root cause of any issues.

To formally sign off final account agreements to prevent invoice queries from customers and contractors.

To ensure that no completion/commissioning takes place unless the installation is 100% perfect so that there are Zero customer service returns on installations handed over to customers.

To always arrange, and document:

Pre-start meetings, progress reviews, commissioning, and client handover on all projects within your area of responsibility.

To pro actively manage Installer Projects on hand with regards to:

  •   Completion dates – Key to Revenue performance
  •   Actual completion dates
  •   Start dates – as agreed with the customer
  •   Actual completion dates
  •   Pre-start dates
  •   Equipment delivery dates
  •   Percentage & completion – identifying progress every week
  •   Comments – advising of issues

 

To manage the installer base in your region, including identifying and appointing new third party installers and dismissing poor performing existing installers in consultation with the Programme Manager. Manage quarterly review process with regional installers.

To ensure adequate manpower to allow works on hand to complete them on time.

To work very closely with installations planning and the customers to ensure that projects are started and completed on time, in full and to quality standards.

Ensure daily and weekly operating reports completed on time, in full and used through KPI’s for effective & efficient management of the function & performance improvement

Complete all project documentation / reporting in a timely manner in line with the Installations process / procedures

 

Knowledge, skills and experience competencies:

Essential

  •          Proven successful Project management experience
  •          Technically adept at resolving site issues
  •          Experienced in resolving problems and customer issues
  •          Knowledge of the Community Alarms and associated equipment marketplace
  •          Achievement / results orientated and customer focussed
  •          A minimum of 5 years management experience in a technology based, high volume, installations project management environment
  •          Successful record of implementing and managing business change
  •          Proven analytical skills
  •          Proven experience of successfully negotiating contracts with installers and suppliers
  •          Experience of successfully managing a number of small to large contracts simultaneously
  •          Experience of dealing with remote site operations
  •          Very high level customer facing skills
  •          A proven change manager and team player
  •          Excellent communication skills
  •          Proven sound experience of contract law covering installation & service work
  •          Knowledge of contract & forecasting planning models

 

Desirable

  •          Experienced in generating lasting customer relationships.
  •          Experienced in continuous improvement practice
  •          National Certificate level education or equivalent
Other information:
  •   Revenue and Margin Achievement
  •   Meeting increasingly rigorous customer expectations.
  •   Effective utilisation of a variably skilled, geographically dispersed list of contractors.
  •   The need to assist in rapidly changing the business culture to one of performance and continuous improvement and driving through performance improvement in the sub contractor base
  •   Implementation of continued process improvements/change to drive through “Cost out” and any No Charge project variations
  •   Containment of overhead expenditure whilst developing the business
  •   Ensuring full & final contract completion to enable invoices to be paid without delay
  •   Tracking weekly project progress to provide control due to volume, quality of contractor & customer
  •   Customer not knowing what they want or changing their mind and not properly communicating.

PLEASE NOTE; To be considered for this role you must be based in the South East. 

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