End of Contract Associate
Salary: From £25,000 (depending on experience)
Responsible for coordinating and administering all end-of-contract activities, including managing contractual clauses, amendments, renewals, and terminations. Oversees the full offboarding lifecycle, ensuring timely processing, accurate documentation, and compliance with contract terms. Acts as a key point of contact, communicating with relevant teams.
KEY RESPONSIBILITIES
Terminations:
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Administer contract terminations, including early terminations, ensuring that processes are followed according to contractual terms and deadlines.
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Process contract terminations, generate termination quotes, negotiate where necessary, and issue final invoices to customers.
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Verify equipment ownership and coordinate returns where applicable, collaborating with Supply Chain operations to confirm the ownership status of machines.
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Process contract terminations through Salesforce and Vantage, maintaining accurate and up-to-date records while keeping Account Managers informed.
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Coordinate with relevant departments to ensure the smooth removal of devices from portals and internal systems.
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Where applicable, arrange for equipment to be returned to finance companies at the end of lease agreements, ensuring compliance with lease deadlines.
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Generate invoices for final meter readings at the end of contract and process machine returns.
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Collaborate with other teams to maximise customer opportunities and retention
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Administer the closure of contracts on Vantage and ensure all necessary steps are completed.
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Ensure all end-of-contract collection elements, such as data removal, are arranged
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Work closely with the Contract Manager to generate revenue opportunities and review contract profitability, applying contractual terms where appropriate.
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Perform general administrative tasks related to contract management.
Customer Retention:
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Provide cover and ongoing support for Customer Retention activities.
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Engage with customers approaching end-of-term to understand requirements and identify renewal or win-back opportunities.
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Assist with handling disputes, queries and complaints promptly liaising with teams as needed.
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Respond to customer enquiries regarding contract closure, billing, and next steps via phone and email.
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Handle contract queries through to resolution and provide information as requested, liaising with relevant teams.
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Manage customer contact and relationships to encourage retention and customer satisfaction
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Identify customers who may be at risk of leaving or not renewing their products and services.
Other Duties:
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Manage administrative tasks across various systems and communication channels, including FreshDesk.
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Provide support to the Billing Department during high-demand periods and when cover is required.
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Assist with ad hoc tasks to support the wider contracts and operations teams.
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KEY MEASUREMENTS
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End-of-contract processes (terminations, renewals, and closures) completed accurately and within agreed timelines.
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Queries to be resolved within 48 hours, ensuring timely and effective communication.
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Termination calculations and final billing issued accurately and in line with contractual terms.
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Consistent and proactive communication maintained between customers and internal departments to support smooth contract closure and retention opportunities.
SPECIAL REQUIREMENTS
- Minimum of 1 year’s experience within a Contracts, Customer Support, or Sales Support role
- Negotiation skills would be an advantage, particularly when handling early terminations and retention opportunities.
