Contract and Relationship Manager

Role Overview

• Act as the primary day‑to‑day contact for clients regarding administrative services and the monitoring of BAU service delivery.
• Monitor BAU performance and ensure service requirements are consistently met.
• Escalate client issues to the Client Director or Head of Client as appropriate.
• Work with relevant internal teams to produce reports on BAU and administrative service performance.
• Maintain a central repository of all client documentation, ensuring it is accurate, up‑to‑date, and accessible to the client team.
• Arrange and attend operational client meetings, document actions clearly, and maintain an accurate actions log.
• Contribute to financial client targets by supporting the identification of opportunities and helping ensure margin is achieved.
• Manage the issue and sign‑off of invoices for BAU and project work, involving the Client Director when required.
• Maintain and update Client Account Plans to reflect current activity, opportunities, and risks.
• Follow up on aged debt and work directly with clients to arrange timely payment.
• Support the Client Director with contract renewals and related documentation.
• Use client contracts to monitor contractual delivery and identify requests that fall outside contracted service requirements.
• Use monitoring tools, including Power BI, to track service positions and ensure appropriate actions are taken.
• Raise additional client requests outside of plan through the agreed front‑door process and work with internal teams to ensure these work requests are completed.
• Maintain a strong working knowledge of scheme details and administrative processes to effectively support client needs.
• Ensure all client communication regarding breaches is managed in line with legislative and business requirements.

Requirements

• Previous experience in a client facing role with experience of effective relationship management
• Exceptional attention to detail and a thorough approach to planning and implementation
• Proven experience of delivering excellence in response to high client expectations
• Experience of successfully working in a matrix product structure would be advantageous.
• Proactive and highly motivated
• Very high degree of personal integrity
• Strong attention to details and organisation skills
• Strong internal and external communication skills, verbal and written.
• Flexible attitude and willingness to adapt with the business.
• Excellent IT skills, especially knowledge of core Microsoft Office applications
• Ability to organise own work, planning and time management.
• Ability to work calmly under pressure and prioritising and delivering to tight timeframes.

Benefits

• Save For Your Future
• Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households.
• Life assurance cover at 4x salary with the ability to purchase enhance cover.
• Employee discounts – Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
• Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
• Time Off – Typically 29 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.
• Learning & Development – Investment in LinkedIn Learning for all colleagues.