Contract Coordinator

We are looking for a **Contract Coordinator** to join our Asbestos Services team. As Contract Coordinator, you will support Operations Managers in ensuring the effective operational and commercial delivery of our asbestos services in accordance with our budget, targets, client specifications, and contracts.

You will oversee day-to-day liaison with clients and others across the asbestos team, ensuring that all client work is delivered in accordance with the agreed-upon programme, timescales, and contractual requirements. Your responsibilities will include:

- Project set up.
- Mobilisation and coordination.
- Project and resource planning.
- Client portal management.
- Monitoring the effectiveness of survey scheduling (undertaken by the scheduling team under the management of the Scheduling Team Leader).
- Client feedback and performance information (each period as required by the contract).
- Attending monthly client meetings with the Operations Manager to present performance information.

You will be in regular contact with clients to understand future programmes of work and expected monthly volumes to help optimise resource planning. You will also deliver training packages on our client portal online or face-to-face to ensure clients can access information 24/7.

Monthly audits of charges to clients will be required to ensure these are accurate, invoiced in a timely manner, and that rate increases have been accurately uploaded to our work management software (by others).

**Responsibilities**:

- **Customer Relationship Management**- you will be the first point of day-to-day contact for clients, fostering positive, productive, and long-lasting relationships with them. You will deal with and take ownership of customer queries and complaints promptly and without ambiguity. Issues requiring technical or managerial input will be escalated without delay. You will provide status updates each week and performance information periodically as required by the contract. You will attend client meetings with the Operations Manager, present performance information, and maintain regular contact with clients.
- **Commercial Performance**- you will be fully aware of each contract and specification, ensuring that our services are delivered as required and highlighting any chargeable changes or additional services to client requirements to the Operations Manager. Sample audits of charges to clients will be required to ensure these are accurate, invoiced in a timely manner, and that rate increases have been accurately uploaded to our work management software. You will: ensure work does not commence without the required purchase order; arrange, check, and authorise travel expenses for in-house team members; and check associate invoices prior to payment. You will update the client portals daily/weekly/monthly as required by the contract.
- **Operational Performance**- you will review the job status of works for each client daily, ensuring that surveys are completed on time, samples analysed, and reports quality checked and issued within the required KPIs. You will also ensure that no-access properties have been notified to the client, handed back to them, and closed on the work management system. Exception reports will be provided to the Operations Manager. Weekly updates will be provided for clients with commentary on jobs completed, scheduled, to be scheduled, and properties to be returned to. You will attend monthly contract meetings to discuss performance with the client and prepare KPI reports prior to attending. You will check that each surveyor has their diary filled for the next few weeks, highlighting any issues to the Operations Manager and making sure that trainees are buddied up with mentors as required.
- **Colleague Relationship Management**- you will work closely with the regional team, asbestos service team, and wider Pennington Choices team to foster positive working relationships, looking for ways to work smarter and deliver better outcomes for both clients and Pennington Choices.
- **Resource Management**- You will book travel and hotel accommodation for surveyors as required and book meetings and training events in consultation with the regional Operations Manager.
- **Programme Management**- whilst property data will be uploaded by others, you will set the programme start and completion dates, monitoring that surveys and reports are delivered in accordance with pre-agreed programme timescales, contractual requirements, and the required level of quality. You will set up projects and maintain files, including shared folders.
- **Training**- you will be able to deliver training to ensure our clients are competent users of our client portal.
- **Leadership**- you will lead by example and demonstrate the Pennington Choices values and a commitment to quality, consistency, and end-to-end service. You will take ownership of decision-making and delivering excellent customer service.
- **Internal reporting and job