Relationship Manager - Contractor Services

HRM is seeking a highly organised and service-led Relationship Manager - Contractor Services to take ownership of the experience delivered to contractors and contracting clients from initial onboarding throughout the full assignment lifecycle. The role will create a professional, responsive and consistent contractor journey, combining proactive aftercare and strong client service with accurate operational delivery. It will also identify and implement practical improvements to the processes, systems and communications that support contractor engagement, retention, assignment extensions and conversion opportunities.

Key Areas of Influence

• Contractor Onboarding Experience - Own the contractor onboarding journey from offer acceptance to assignment commencement, providing clear communication, timely guidance and a positive first experience of HRM.
• Client Onboarding and Service - Coordinate onboarding with client contacts, confirm responsibilities and approval processes, and provide a dependable point of contact for assignment-related operational matters.
• Proactive Contractor Aftercare - Maintain structured contact with contractors throughout each assignment, ensuring they feel supported, identifying concerns early and coordinating timely resolution with consultants and clients.
• Client Relationship Support - Build effective working relationships with client contacts, respond promptly to queries and ensure service issues are managed professionally and followed through to completion.
• Assignment Retention, Extension and Conversion - Work closely with consultants during live assignments to surface feedback, support contractor retention and progress extension, renewal and conversion opportunities.
• Contractor Process Improvement - Review the end-to-end contractor and client journey, use feedback and operational data to identify friction points, and implement improvements to systems, communications, controls and service standards.
• Contract and Timesheet Operations - Generate and maintain contractor and client contracts and extensions, and own the online timesheet portal, including set-up, guidance, approvals, follow-up and issue resolution.
• Payroll and Contractor Reporting Support - Support the Business Accountant with accurate payroll inputs, validation, contractor queries, reconciliations and regular reporting.

What you'll bring

• A strong service mindset and the ability to create a professional, supportive experience for contractors and clients.
• Experience in contractor operations, recruitment operations, customer service, HR operations, payroll support or a comparable service-led environment.
• Excellent communication and relationship-management skills, with confidence engaging contractors, clients and colleagues.
• Strong organisation, attention to detail and the ability to manage multiple time-sensitive workflows.
• A proactive approach to aftercare, problem-solving and following issues through to a satisfactory conclusion.
• An improvement mindset, with the ability to identify service gaps and translate feedback into practical process changes.
• Comfort working with online portals, structured data, contracts and payroll-related information with discretion and sound judgement.

Performance Measures

• Quality and consistency of the contractor onboarding and aftercare experience.
• Contractor and client satisfaction, responsiveness and query resolution.
• Contractor retention and contribution to assignment extensions, renewals and conversions.
• Timely identification and resolution of issues affecting contractors or clients.
• Delivery of measurable improvements to contractor processes, systems and communications.
• Accuracy and timeliness of contracts, timesheets, payroll inputs and contractor reporting.

Values in Action

Curiosity

Builds customer relationships by being interested in people, seeks to understand how existing approaches can be challenged and improved, creates better services and consistently pursues personal growth.

Authentic

Is self-aware, genuine and results-oriented. Works towards short-, medium- and long-term goals while balancing and committing to multiple priorities and tasks. Leads with humanity and integrity.

Empathy

Influences by building consensus and gaining stakeholder commitment. Seeks to understand and meet the true need behind a customer requirement and recognises the impact that career change can have on individuals.

Ambition

Demonstrates the ambition to shape and grow their area of responsibility and is equally ambitious for customers and the quality of service they receive.

Judgement

Applies sound judgement and decision-making in all aspects of the role, underpinning the quality, consistency and commercial value of solutions provided to customers.

Mutuality / Collegiality

Consistently demonstrates ethics, integrity and mutual respect while supporting the growth of the business. Thinks for colleagues and the wider organisation at every opportunity.