Contractor Success Partner (Maternity Cover | 6–9 Months)

Remote | South Africa | US EST Working Hours

Start Date: End of September / Beginning of October

This is a fantastic opportunity for someone who thrives on building relationships, enjoys speaking to people every day, and wants to play a key role in ensuring contractors have an exceptional experience throughout their assignments.

Supporting a thriving US contract desk with over 130 active contractors across New York, you'll become the trusted point of contact for contractors, helping to maximise retention, secure contract extensions, identify redeployment opportunities, and uncover new business opportunities through meaningful conversations.

This role is initially a 6–9 month maternity cover, with the potential to become a permanent opportunity for the right person.

About the Role

As a Contractor Success Partner, you'll own the contractor experience from onboarding through to assignment completion.

More than an administrative role, this is a relationship-driven position where you'll spend much of your day speaking with contractors, understanding how assignments are progressing, resolving issues, identifying opportunities, and ensuring every contractor feels valued and supported.

You'll work closely with Recruitment, Finance, Legal and Compliance teams to deliver an outstanding contractor experience while helping protect and grow contract revenue.

What You'll Be Responsible For

Contractor Relationship Management

You'll become the trusted contact for approximately 130 active contractors across New York.

You'll proactively build long-term relationships through regular phone and video conversations, ensuring contractors remain engaged throughout their assignments.

Expected monthly activity includes:

• Approximately 100 contractor care calls each month.
  
• Around 50 contractor video meetings per month.
  
• Regular check-ins to ensure contractors are happy, supported and engaged.
  
• Acting as the first point of contact for contractor questions and concerns.
  

Contractor Lifecycle Management

• Manage the full contractor journey from onboarding through to assignment completion.
  
• Ensure contractors have a smooth onboarding experience.
  
• Support contractors through their first payment cycle.
  
• Coordinate with Finance, Compliance and Legal teams to resolve contractor queries.
  
• Ensure contractors receive timely communication throughout their assignment.
  

Contract Extensions & Retention

One of your biggest priorities will be protecting existing contract revenue.

You'll:

• Monitor contract end dates.
  
• Begin extension conversations approximately six weeks before contract expiry.
  
• Work with Recruiters and Account Managers to secure early renewals.
  
• Identify contractors at risk of leaving and proactively resolve issues.
  
• Maintain accurate extension and renewal records.
  

Success will be measured through high contractor retention and early extension rates.

Redeployment

Where assignments come to an end, you'll work closely with recruiters to help contractors find their next opportunity.

Responsibilities include:

• Identifying contractors approaching availability.
  
• Keeping recruiters informed of upcoming availability.
  
• Supporting contractor redeployment wherever possible.
  
• Maintaining visibility of contractor skill sets and assignment timelines.
  

Commercial & Business Development

Every contractor conversation presents an opportunity to generate new business.

You'll naturally look for opportunities by asking questions and building relationships.

This includes generating approximately:

• 25 contractor referrals each month
  
• 25 hiring leads by identifying companies actively recruiting
  
• 50 commercial opportunities that can be passed to the Recruitment and Business Development teams
  

You'll gather market intelligence through conversations with contractors and hiring managers, helping create future revenue opportunities for the business.

Internal Collaboration

You'll work closely with multiple internal teams, including:

• Recruitment Consultants
  
• Delivery Teams
  
• Finance
  
• Legal
  
• Compliance
  

Together you'll ensure contractors receive excellent service throughout every stage of their assignment.

What Success Looks Like

You'll be successful by delivering:

• Outstanding contractor engagement and satisfaction.
  
• High contractor retention.
  
• Early contract extensions.
  
• Smooth onboarding and first payment experiences.
  
• Fast resolution of contractor issues.
  
• Successful redeployment opportunities.
  
• Consistent commercial referrals and new business opportunities.
  

Key Performance Indicators

Monthly expectations include:

• 100 contractor care calls
  
• 50 contractor video meetings
  
• 25 contractor referrals
  
• 25 hiring leads
  
• 50 commercial/business development opportunities
  

Alongside:

• High contractor retention.
  
• Early extension management.
  
• Excellent contractor satisfaction.
  
• Accurate CRM and activity management.
  

Requirements

What We're Looking For

We're looking for someone who genuinely enjoys speaking to people and building lasting professional relationships.

You'll be confident picking up the phone, asking questions, and creating value through every conversation.

You'll likely have experience in one of the following:

• Contractor Care
  
• Contractor Success
  
• Customer Success within a recruitment business
  
• Delivery Recruitment
  
• Recruitment Consultant
  
• Account Management within recruitment
  
• Candidate Management
  
• Client Services within recruitment
  

You'll ideally have experience working with contract recruitment, particularly within the USA market, and understand the contractor lifecycle from placement through to completion.

Essential Experience

• Experience working within a recruitment agency.
  
• Experience placing or managing contractors.
  
• Strong understanding of contract recruitment.
  
• Experience supporting contractors throughout assignments.
  
• Excellent relationship-building skills.
  
• Confident speaking on the phone throughout the day.
  
• Strong verbal and written communication skills.
  
• Highly organised with excellent attention to detail.
  
• Comfortable working across multiple internal stakeholders.
  

Highly Desirable

• Experience recruiting within the USA market.
  
• Experience placing US contractors.
  
• Customer Success or Contractor Care experience within a recruitment business.
  
• Experience managing contractor extensions and redeployment.
  

Core Competencies

Relationship Builder

You naturally create trust and build long-term relationships with contractors, clients and colleagues.

Commercially Aware

You recognise opportunities during conversations and confidently generate referrals, hiring leads and business development opportunities.

Problem Solver

You remain calm under pressure and proactively resolve contractor issues quickly and professionally.

Customer Focused

You consistently deliver an outstanding contractor experience and take pride in providing exceptional service.

Organised

You effectively manage multiple contractors, deadlines, extension dates and follow-up activities without compromising quality.

Working Hours

• Remote position based in South Africa.
  
• Working hours aligned to US Eastern Standard Time (EST).
  
• Some flexibility available depending on business requirements.
  

Why Join Us?

We're not just focused on placing contractors—we're committed to building exceptional relationships that last.

You'll join a collaborative, high-performing global recruitment business with an outstanding reputation in the Life Sciences market and offices across London, New York, San Francisco, San Diego and Raleigh.

You'll have the opportunity to make a genuine impact by helping contractors succeed, protecting existing revenue, uncovering new business opportunities and contributing directly to the continued growth of our US contract division.

If you're passionate about people, love building relationships, and enjoy a role where no two conversations are the same, we'd love to hear from you.