Contract Coordinator

£26,000 – £28,000 + Benefits

Full time permanent

Office‑based

Location: Macclesfield

About This Role

We are looking for a Customer Portal Coordinator. In this role you will oversee a number of customer portals and manage job data from work instruction through to completion. The role is responsible for maintaining portal accuracy, monitoring performance metrics, ensuring compliance with client requirements, and acting as a key liaison between customers and our local operating franchises. This position plays a critical role in ensuring smooth workflow, accurate reporting, and high levels of customer satisfaction whilst adhering to strict 24‑hour customer service level agreements.

Key Responsibilities

• Manage and maintain three customer portals and client systems
• Upload, update, and validate job records, documents, certifications, and reports
• Ensure all portal data is accurate, complete, and submitted within required timescales
• Monitor portal alerts, tasks, and workflow queues
• Track KPIs and service performance metrics within customer portals
• Ensure contractual SLAs and response times are met within 24 hours
• Identify risks to performance targets and elevate where required
• Produce performance and compliance reports as required
• Oversee job records from initial instruction through to completion and closure
• Ensure supporting documentation is correctly logged (photos, reports, surveys, certificates, etc.)
• Check job status accuracy across systems
• Coordinate corrections or updates with operational teams
• Act as a point of contact for portal‑related customer queries
• Liaise with customer representatives regarding submissions, status updates, and performance matters
• Support client audits and information requests
• Maintain professional and responsive communication with customers and franchises

What We Look For

• A strong background in administration and customer service
• Ability to work under tight deadlines in a fast‑paced environment
• IT savvy
• Strong multitasking ability
• Work well under pressure
• Confident and able to communicate effectively with others
• Proactive with the ability to work independently
• Strong problem‑solving mindset
• Professional, discreet and reliable with sensitive data

Benefits

• 25 days annual leave plus bank holidays
• Royal London company pension
• Group life assurance
• Additional paid leave / special leave
• Cycle to work scheme
• Company events
• Laptop / company mobile
• Free eye tests / subsidy for glasses
• Electric car charging points
• Free standard parking
• Employee assistance programme
• Occupational health support
• Employee discounts platform – Sodexo

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