Contract Manager

Heales Medical - Office Based - Glasgow or Aberdeen

Salary: DOE ( 32K-34K per annum)

Overview

Are you an experienced Contract or Account Manager with a passion for building strong client relationships, driving service excellence and delivering operational success? Do you enjoy working with clients, managing multiple priorities and identifying opportunities to improve services and create value?

We are looking for a proactive, organised and commercially minded Contract Manager to join our growing team at Heales Medical. This is an excellent opportunity for an experienced professional to take ownership of a portfolio of client contracts, ensuring the delivery of high-quality Occupational Health services while maintaining strong client relationships and supporting business growth.

Heales Medical is a commercial provider of Occupational Health services to clients across the United Kingdom. As a small but growing business, we are committed to delivering exceptional customer service, maintaining operational excellence and building long-term partnerships with our clients.

Reporting to the Head of Operations, you will play a pivotal role in managing the performance, profitability and development of your assigned contracts. Working closely with clients, internal operational teams and clinical professionals, you will ensure services are delivered effectively, contractual commitments are met and opportunities for continuous improvement are identified.

About the Role

This is a varied and rewarding client-facing role where no two days are the same.

You will be responsible for the day-to-day management of multiple client contracts, acting as a key point of contact for clients and coordinating the internal teams responsible for service delivery, including administration staff, Occupational Health Advisors, Nurses and Physicians.

You will take ownership of the client relationship, ensuring regular communication, effective contract management and proactive resolution of any service issues. You will also monitor contract performance against agreed Key Performance Indicators (KPIs), oversee monthly billing processes and support contract reviews, renewals and pricing discussions.

As a key link between our clients and internal teams, you will help ensure operational continuity, maintain high standards of customer service and identify opportunities to enhance the services we provide.

This role is particularly important in strengthening client partnerships, retaining existing business and supporting the continued growth of Heales Medical.

Key Responsibilities

Client Relationship & Account Management

• Take responsibility for the day-to-day management of an assigned portfolio of client contracts.

• Build and maintain strong, professional relationships with key client contacts and stakeholders.

• Act as the primary point of contact for client queries, concerns and complaints, ensuring these are managed and resolved in line with company procedures.

• Maintain regular communication with clients through meetings, telephone calls and emails to ensure satisfaction and service continuity.

• Organise and lead regular client service review meetings, including monthly or client-agreed review meetings.

• Develop a thorough understanding of each client's business, contractual requirements, expectations and strategic priorities.

• Gather and review client employee feedback, identifying opportunities to improve service delivery and escalating concerns where appropriate.

Contract & Operational Management

• Lead the implementation and mobilisation of new contracts, coordinating activities to ensure a smooth and successful transition into service.

• Maintain a comprehensive understanding of contractual agreements, service specifications and agreed deliverables for each assigned client.

• Proactively monitor contract performance to ensure service levels, quality standards and agreed KPIs are achieved.

• Coordinate internal teams, including administration staff and Occupational Health clinical professionals, to ensure effective service delivery and continuity of client cover.

• Act as an internal project manager, coordinating resources, communicating priorities and ensuring agreed actions are completed.

• Ensure appropriate Health & Safety policies and procedures are implemented and followed across client contract sites.

• Support colleagues with client management and operational responsibilities during periods of prolonged absence where required.

Financial & Commercial Management

• Monitor the financial performance and profitability of assigned contracts, identifying potential risks and opportunities.

• Ensure all client and non-client invoices, charges and additional services are accurately reported to the Finance Team for monthly billing.

• Check client billing and invoicing information to support accurate and timely financial reporting.

• Follow up outstanding and overdue client payments in accordance with the agreed escalation process.

• Coordinate formal contract reviews, including pricing reviews and discussions, ensuring these take place in a timely manner.

• Support contract renewals and extensions by maintaining positive client relationships and demonstrating the value of services delivered.

Service Development & Continuous Improvement

• Identify opportunities to improve existing services, operational processes and client outcomes.

• Proactively suggest additional or enhanced Occupational Health services where these meet genuine client needs.

• Ensure agreed health promotion initiatives are delivered in line with individual client contracts.

• Review client feedback, service performance and management information to identify trends, risks and areas for improvement.

• Support the development and implementation of initiatives that improve efficiency, customer satisfaction and overall contract performance.

Performance Management & Reporting

• Monitor and report on contract performance against agreed KPIs and service expectations.

• Prepare and provide regular management information (MI), highlighting contract performance, risks, opportunities and key developments.

• Maintain accurate records of client meetings, actions, contractual reviews and ongoing account activity.

• Develop and maintain effective working relationships with internal departments to ensure commitments to clients are met.

• Ensure working hours and timesheets are accurately recorded on a weekly basis.

To Be Successful in This Role, You Will Demonstrate

• At least 5 years' experience in Contract Management, Key Account Management or a similar client-facing management role.

• Strong experience managing client relationships and multiple contracts, with an understanding of contractual obligations and service delivery.

• Excellent verbal and written communication skills, with the confidence to engage professionally with clients and stakeholders at all levels.

• Experience planning, organising and facilitating client meetings and formal contract reviews.

• Strong organisational and project management skills, with the ability to manage competing priorities and deadlines.

• Experience managing customer complaints, resolving service issues and handling challenging client situations professionally.

• Good commercial awareness, including an understanding of contract profitability, invoicing and financial performance.

• Experience monitoring performance against KPIs and using management information to drive improvements.

• Strong IT skills, particularly Microsoft Office and Excel, with the ability to analyse and interpret information effectively.

• A proactive and solutions-focused approach, with the ability to identify opportunities and take ownership of issues.

• The ability to coordinate and influence different internal teams, including operational and clinical professionals.

• A professional, flexible and customer-focused attitude, with a strong commitment to delivering excellent service.

Desirable (But Not Essential):

• A-Level qualification in Business or another relevant subject, or equivalent experience.

• Previous experience working within Occupational Health, healthcare, medical services or another regulated environment.

• Experience working with confidential employee information and sensitive personal data.

• Experience managing contracts involving multiple service teams or professional disciplines.

• Experience in operational process improvement and service development.

• Experience supporting contract renewals, pricing negotiations and identifying opportunities for additional services.

• Previous experience developing joint business plans and strategic account management plans.

How Success Will Be Measured

Your performance will be assessed against agreed objectives and Key Performance Indicators (KPIs), with a focus on:

• Client Retention & Renewals: Maintaining strong client relationships and securing contract extensions and renewals.

• Customer Satisfaction: Delivering a consistently high standard of customer service and maintaining positive client feedback.

• Service Improvement: Identifying and implementing initiatives that improve service quality, efficiency and client outcomes.

• Client Engagement: Maintaining regular, meaningful contact with clients and ensuring effective service review meetings take place.

• Contract Performance: Ensuring contractual obligations, service levels and agreed KPIs are consistently achieved.

• Commercial Performance: Supporting contract profitability, accurate billing and opportunities for value-driven service development.

• Internal Collaboration: Working effectively with internal teams to ensure responsive and consistent service delivery.

• Reporting & Communication: Providing accurate and timely management information, highlighting contract performance, risks and opportunities.

Why Join Us?

At Heales Innovation Group, you'll become part of a supportive and growing organisation where people are at the heart of everything we do.

We offer a collaborative environment where you'll have the opportunity to:

• Build a rewarding career within the Occupational Health sector.

• Take ownership of an established and varied client portfolio.

• Develop long-term relationships with a diverse range of clients across multiple sectors.

• Work alongside experienced Occupational Health professionals, Nurses, Advisors and Physicians.

• Play an influential role in improving service delivery and developing client partnerships.

• Contribute to the continued growth and success of a developing business.

• Develop your commercial, operational and strategic account management skills.

• Make a genuine difference to employee health, wellbeing and workplace safety.

Our Values

Everything we do is underpinned by our core values. We are looking for people who are:

Professional

Caring

Respectful

Dedicated

Trustworthy

Disciplined

Resilient

Location: Glasgow/ Aberdeen

Hours: Full Time

Reporting to: Head of Operations

If you are an experienced Contract or Account Manager looking for an opportunity to take ownership, build meaningful client partnerships and make a real contribution to a growing Occupational Health organisation, we'd love to hear from you.

Apply today and become part of the Heales Innovation Group journey.