Customer Care Manager jobs in United Kingdom

NSG Environmental Ltd has been delivering work programmes in the nuclear industry for over 40 years. Traditionally in the areas of decommissioning and waste management, NSG now has a broad customer base and provides a wide spectrum of services across the nuclear project lifecycle, ranging from expert consultancy support, R&D and engineering design to rekit and refurbishment, site installation services and high‑hazard physical decommissioning works, amongst others. This work is delivered at NSG’s own offices and purpose‑built facilities and nuclear sites across the UK. The delivery and management of these projects and programmes of work is carried out by a skilled workforce composed of both white‑collar and blue‑collar personnel in technical, administrative, and physical roles.

Our core values of Passion, Integrity, Challenge and Collaboration drive performance and ensure we add significant value. If joining us as a member of staff, we will support your professional development in an exciting and challenging work environment that will enable you to use, develop and hone your technical expertise in a supportive and collaborative working environment.

Working as a member of the NSG Commercial Team having specific area responsibility for;

• Leadership of the commercial aspects of the Civil Nuclear Business Units.
• Commercial & contract management
• Project commercial support
• Commercial bid support

• To provide commercial support to the business, with a primary focus on Civil Nuclear.
• Ensure we have sufficient resource to deliver commercial support to Civil Nuclear and that all resources are effectively utilised and ensure there is sufficient support to deliver business requirements.
• Manage the recruitment of additional support as and when required.
• Provide direction, guidance and decision making as required to the wider commercial team.
• Engage and motivate relevant stakeholders (including team, client, directors, support functions)
• Hold relevant progress and delivery meetings.
• Identify areas of improvement and efficiencies within the commercial team and deliver them with agreement of the stakeholders.
• Be a point of contact for Civil Nuclear in commercial matters for stakeholders.
• To problem solve commercial issues that have been escalated by the commercial team and wider business.
• Collaborate with other project support function Leads/Managers
• Support in the development of the wider commercial team as and when required.

• Provide contract support to Project Managers and other NSG Stakeholders
  • Provide guidance on contract requirements.
  • Monitor / Audit Project / CEMAR health.
• Review and negotiate NEC and other contract agreements.
• Draft new / produce flow down contract agreements.
• Act as Framework Manager as required by Head of Commercial.
• Support and provide guidance to other Framework Managers.
• Prepare Task / Package Orders.
• Review NDA's.
• Review teaming agreements.
• Facilitate Flow Through bids.
• Management and continuous improvement of the commercial processes and procedures.
• Ensure consistency and quality of commercial and contract documentation across business in line with the appropriate processes and procedures.

• Support in the review and signing of upstream contracts. Ensure tender and Contract reviews have been completed.
• Proficient in the use of CEMAR.
• Review any PMI’s.
• Support in the preparation of CE’s as required.
• Support as required with early warnings.
• Interface with Client if requested by the PM regarding any commercial discussions.
• Provide commercial advice and contract interpretation to the Project Managers.
• Ensure the contract terms are adhered to.

• Support with subcontract strategy & liaise with Project Buyers / procurement Team as required.
• Preparation and negotiation of sub‑contract contract documentation with Support from other members of the Commercial team.
  • Including Type of contract, flow down of z clauses, incorporation of suitable payment option (fixed price, target etc), suitable secondary clauses to support risk management and successful delivery, consideration of vesting certs insurances etc.
• Analyse sub‑contract tender costs and contract submissions.
• Audit of any proposed fee’s / rates utilised pre contract as required.
• Preparation of the subcontract review / governance forms and authorisation.
• Provide commercial and contract support to PM’s undertaking sub‑contract management.
• Assessment of sub‑contract CE’s if requested by PM.
• Support the PM in drafting any instructions if requested.
• Support as requested by PM in downstream Early Warning process.

• Review Tender contracts and provide comments.
• Draft and review non‑disclosure agreements.
• Support to Head of Business Winning for delivery of individual bids in line with the appropriate processes and procedures.
• Support Bid Managers in production of commercial bid responses as required / appropriate.
• Support Bid Managers in production of the tender risk register
  • Identification of potential issues.
  • Assessment of likelihood / impact of issues.
  • Identify potential mitigations / solutions.
  • Run risk analysis software to identify risk values (TCQ).
  • Run risk analysis software to monitor the remaining risks within projects.
• Develop and improve the risk management processes.

• A relevant university degree or a professional accreditation from a relevant body.
• Membership of appropriate technical / professional body
• GCSE (at grade C or above) in Maths and English or equivalent
• Level 2 Health & Safety in the Workplace or equivalent - desirable

• Well organised with the ability to work to timescales and demonstrate attention to detail.
• NEC Certified Practitioner with minimum 3 years’ experience
• Used to dealing with confidential and commercial information
• Worked within commercial / contract roles minimum experience 10 years.
• Routine recording and reporting of information both verbal and numerical
• Basic understanding of Project Management
• Familiar with NEC3 and/or NEC4 contact writing.
• Familiar with structuring and presentation of own work - desirable
• Used to dealing with confidential and commercial information - desirable
• Familiar with QSHEW operating procedures and requirements etc. - desirable

• Competent user of MS Office
• Able to organise and prioritise own work
• Able to work as part of a team
• Able to use own initiative
• Ability to communicate with a wide range of colleagues at all levels and with external stakeholders and contractors - desirable
• Knowledge of ISO 9001 / 14001 & 45001 - desirable
• Able to plan, estimate and write for bids. - desirable

Life Assurance 3x Salary

Pension – Company contributes 5% Individual contributes 4%

Discretionary bonus

187.5 hours per year holiday allowance

Professional memberships

Training and development opportunities available.

NSG Environmental are a Disability Confident Committed Employer