End Of Contract Associate

Location

Ely, Cambridge

Type

Permanent

Hours

Full-time, 37.5 hours per week - Monday - Friday 08:30 am - 5:00 pm with one hour for lunch, unpaid.

Salary

Starting from

£25,000 per year

OVERVIEW

ASL (Automated Systems Group Limited) has grown to be one of the UK’s top independent suppliers of office services focussing on Managed Print Services (MPS), Unified Communications and software/IT.

ASL offer impartial advice and consultancy, delivering a strategic focus and assisting companies to achieve improved productivity and cost savings whilst providing them with market-leading quality, service and reliability.

We are a company that looks to build every department on the principles of customer care.

SUMMARY

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

• Administer contract terminations, including early terminations, ensuring that processes are followed according to contractual terms and deadlines.
• Process contract terminations, generate termination quotes, negotiate where necessary, and issue final invoices to customers.
• Verify equipment ownership and coordinate returns where applicable, collaborating with Supply Chain operations to confirm the ownership status of machines.
• Process contract terminations through Salesforce and Vantage, maintaining accurate and up-to-date records while keeping Account Managers informed.
• Coordinate with relevant departments to ensure the smooth removal of devices from portals and internal systems.
• Notify all relevant parties to place the customer on stop, to minimise unnecessary service visits and toner usage.
• Where applicable, arrange for equipment to be returned to finance companies at the end of lease agreements, ensuring compliance with lease deadlines.
• Generate invoices for final meter readings at the end of contract and process machine returns.
• Collaborate with other teams to maximise customer opportunities and retention
• Administer the closure of contracts on Vantage and ensure all necessary steps are completed.
• Ensure all end-of-contract collection elements, such as data removal, are arranged
• Work closely with the Contract Manager to generate revenue opportunities and review contract profitability, applying contractual terms where appropriate.
• Perform general administrative tasks related to contract management.

Customer Retention

• Provide cover and ongoing support for Customer Retention activities.
• Engage with customers approaching end-of-term to understand requirements and identify renewal or win-back opportunities.
• Assist with handling disputes, queries and complaints promptly liaising with teams as needed.
• Respond to customer enquiries regarding contract closure, billing, and next steps via phone and email.
• Handle contract queries through to resolution and provide information as requested, liaising with relevant teams.
• Manage customer contact and relationships to encourage retention and customer satisfaction
• Identify customers who may be at risk of leaving or not renewing their products and services.

Other duties

• Manage administrative tasks across various systems and communication channels, including FreshDesk.
• Provide support to the Billing Department during high-demand periods and when cover is required.
• Assist with ad hoc tasks to support the wider contracts and operations teams.

KEY MEASUREMENTS

• End-of-contract processes (terminations, renewals, and closures) completed accurately and within agreed timelines.
• Queries to be resolved within 48 hours, ensuring timely and effective communication.
• Termination calculations and final billing issued accurately and in line with contractual terms.
• 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.

IN RETURN WE OFFER

• Working hours Monday - Friday, 8:30am - 5:00pm with one hour for lunch, unpaid.
• Initially 25 Days annual leave in addition to Bank Holidays rising to 28 after 5 years service.
• Excellent training & development opportunities within a growing organisation.
• Partnership with charities that offer learning and development opportunities
• Life insurance.
• BUPA health assessment.
• Physical, mental and emotional wellbeing support for you and your family including bereavement counselling.
• Bereavement and probate service including counselling, funeral concierge support and will writing
• GP access 24/7, 365 days a year.
• Volunteering leave policy (2 days/15 hours per year).
• 10% TradePoint (B&Q) discount.
• Company social events.
• Free flu vaccines each winter.
• Free parking.

Any offer of employment is subject to satisfactory right-to-work and reference checks. Enhanced DBS checks will be carried out for field-based roles.