Customer Experience - Contract Coordination

The Contract Co-ordination team is at the heart of the business and manages new equipment installs, from creating and checking the initial signed sales agreement to completing the necessary compliance checks and liaising between the customer and operations.

The team support the Sales team in ensuring that our customers provide the necessary information to ensure smooth, ‘right first-time’ machine installs. They make certain that site surveys are complete, and that we fully understand customer requirements. They also work closely with other Liquidline departments, such as Purchasing, to make sure that machine stock and consumables are available, and with Workshop and Operations to guarantee effective installation.

Our Contract Co-ordinators are also efficient project managers, handling a large number of installs at the same time, so excellent organisational skills are essential, as well as fantastic customer service skills and resilience to handle multiple projects and deadlines at once.

Head of Contract Co-ordination

Cheryl Watson

Cheryl has spent most of her career working in accident management and insurance, including running her own business in this area for over a decade. With experience managing large teams of over 200 people across multiple offices (and even multiple countries!) Cheryl is very skilled in implementing processes that ensure the needs of the business are met and that her team thrive.

Having previously run apprenticeship programmes within the insurance industry, Cheryl is passionate about nurturing and developing emerging talent, something she has brought to the Contract Coordination team where many of the team started as apprentices fresh from education.

As well as nurturing her team, Cheryl loves to build relationships and enjoys working in partnership with other teams across the business. Due to the nature of their roles, the Contact Coordinators work very closely with the Workshop and Ops so collaboration is key. For this reason, Cheryl can often be found perching on the edge of someone else’s desk for a proper in-person chat rather than relying on email for communication.

Responsibilities

Compliance Checking

Ensuring all customer data is present, correct and meets the requirements of our leasing partners before submission.

Coordinating Installs

Work closely with purchasing, ops and the workshop to ensure machines are delivered and installed correctly the first time.

Providing Customer Wow