Head Of Customer Service jobs in United Kingdom

We’re looking for an experienced Contract Performance Manager to take ownership of the commercial performance of one of our key client accounts. You’ll play a pivotal role in ensuring revenue and profit targets are achieved, financial reporting is accurate, and all commercial communications with the client are clear, timely, and professional.

This is an exciting opportunity for a commercially astute professional who thrives in a fast-paced, data-driven environment managing complex, high-volume accounts.

You’ll report to the Account Director and will manage a team of 4 Contract Support Co‑ordinators and Analysts.

• Manage and report on the commercial performance of the account, ensuring revenue and profit are on target.
• Act as the primary point of contact for client operational and financial leads, managing all commercial queries and reporting including production of financial WIP and charge check reports, ensuring strict adherence to internal and client financial timetables and processes.
• Ensure estimates for ETCWs are raised by your team accurately and on time.
• Ensure non-automated POs for sub-contractors are raised quickly and efficiently by your team.
• Oversee billing accuracy working closely with the Accounts Billable team – chasing approvals, resolving billing queries, and ensuring WIP is current and compliant.
• Review and analyse AOVs and ETCWs to ensure correct categorisation and reporting.
• Support KPI performance by preparing monthly mitigations to reduce risk and minimise service credits.
• Prepare and present commercial data for monthly client governance meetings, collaborating closely with Finance Business Partners and MI teams.
• Work with account managers and finance to ensure month-end data accuracy and compliance.
• Support the Account Director with revenue and profit performance monitoring, including monthly P&L reviews.
• Manage the change control process and annual reconciliations.
• Continuously review systems, processes, and procedures to ensure commercial compliance, integrity, and efficiency.
• Provide expert commercial advice and guidance across the account as required.

• Proven experience managing the commercial performance of a large, multi-site client account.
• Comfortable working with complex data sets and high volumes of work orders.
• Strong analytical and financial skills, with experience partnering with finance teams on P&L and budgeting.
• Excellent communication and stakeholder management skills – able to build strong relationships, present key data clearly, and influence outcomes.
• Confident presenting at senior-level governance meetings.
• Collaborative team player, able to act as the commercial gatekeeper for the account.

You’ll be joining a dynamic, supportive team in a business where your commercial expertise truly makes a difference. We value collaboration, integrity, and accountability – and we’ll give you the tools and autonomy to succeed.

If you’re ready to take on a role that combines commercial leadership, client partnership, and operational influence, we’d love to hear from you.

Don’t miss out on this great opportunity, apply today by clicking on the “apply” button.

Requisition ID: 2025-7961