About the Company
NSL, part of Marston Holdings, is recruiting for a Contract Support Manager to join our team in Islington.
Marston Holdings is the UK’s largest judicial services company and a leader in clean air technology. The group supports local and central government, utilities, and private sector clients through innovative, technology-enabled solutions from design and implementation through to management and recovery.
The Role
This role sits at the centre of operational performance, supporting contract delivery by ensuring continuous improvement methodologies, corporate practices, and systems are embedded into day‑to‑day operations. You will work closely with operational management and clients to drive performance, maintain compliance, and deliver against contractual expectations, using data‑driven insights and hands‑on support.
Key Responsibilities
- Support contract performance by embedding continuous improvement methodologies, corporate practices, and systems
- Design, maintain, and develop statistical models to support KPI delivery
- Monitor operational performance in real time and recommend appropriate remedial actions
- Manage a dynamic enforcement environment, adapting service levels in line with operational needs
- Work closely with operational management to ensure compliance with company procedures and legislation
- Maintain and develop contract-level systems, including payroll processes
- Liaise with clients to support delivery of contractual expectations
- Provide coaching, guidance, and one‑to‑one support to Team Leaders and Civil Enforcement Officers (CEOs)
- Deliver objective feedback on contract performance and support improvements in systems and processes
- Maintain accurate performance records to benchmark compliance across contracts
- Identify training and development needs for frontline colleagues
- Collaborate with CAMs, OSMs, and frontline teams to improve service quality and efficiency
- Monitor contract performance and client satisfaction
- Act as a key point of contact for clients, providing ad‑hoc reporting and data analysis
- Work with client Service Quality Officers to resolve issues and improve service delivery
- Ensure contractual obligations and service objectives are consistently met through a continuous improvement approach
About You
- Intermediate or advanced Excel skills (essential)
- Strong IT skills, with the ability to use multiple systems and applications
- Experience in CCTV clip review and data analysis/management
- Experience monitoring and reporting on KPI performance and defaults
- Proven experience managing people to improve performance
- MI/BI analytical experience (desirable)
- Strong ability to analyse large and complex datasets
- Excellent analytical and problem‑solving skills
- Ability to interpret data and translate it into actionable performance improvements
- Experience working to tight deadlines and managing multiple priorities
- Strong organisational and planning skills
- Experience developing and implementing performance scorecards
- Confident communicator, able to engage effectively at all levels
- Strong report writing and presentation skills
- Experience handling complex customer complaints and resolving them successfully
- Ability to identify underperformance and implement sustainable improvements
- Experience managing conflict between clients and contractors
- Experience working within a parking or enforcement environment (desirable)
What’s In It For You
- Salary of £45,000
- Hybrid working options available after probation
- 25 days annual leave plus bank holidays
- Enhanced maternity and paternity package (subject to eligibility)
- Access to a range of lifestyle benefits, including retail, travel, and wellbeing discounts
Diversity & Inclusion
We are an equal opportunity employer and welcome applications from all suitably qualified candidates, regardless of background or protected characteristics. We are committed to creating an inclusive environment where everyone can thrive. INDHP
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