Client Services Manager

Acting as a key contact for client stakeholders across our client portfolio, you'll anticipate challenges, work with Tower Managers to develop solutions, and manage them through to completion. You'll lead the Soft Services Tower, ensuring all client and contractual standards are met, handling escalations, and implementing continuous improvements to enhance service delivery.

This role is perfect for someone who thrives in managing Total Facilities Management (TFM) contracts, excels in building client relationships, and enjoys problem-solving in a fast-paced environment.

Key Responsibilities

• Strategic Alignment: Act as the link between the Client and Account Director's goals and the Operational Tower leads, ensuring alignment and proactive problem-solving.
• Client Consultation: Regularly liaise with clients to understand needs, identify risks, and plan solutions with Tower Managers in Hard, Laboratory, Soft, Continuous Improvement, Projects, and QSHE services.
• Issue Resolution: Handle client escalations and issues, ensuring timely resolution and keeping stakeholders updated throughout the process.
• Process Improvement: Conduct root cause analysis and trend identification to implement preventative measures and improve service quality.
• Performance Management: Support the Account Director by providing performance reports and ensuring high-profile administrative tasks are effectively managed.
• Line Management: Supervise Security and Cleaning Supervisors, conduct Tower audits, and ensure staff welfare is prioritised.
• Communication: Lead all internal and external communications related to the contract, ensuring clarity and accountability.
• Relationship Building: Build strong relationships with the client's FM & Estates team, fostering full ownership and accountability.

• GCSE in English and Maths or Equivalent

Knowledge, Specific Role Skills and Experience

• Proficient in written and spoken English and numeracy.
• Knowledge of Maximo or other CAFM systems is an advantage but not essential as training will be provided.
• Good IT skills including Microsoft Office - (Excel and Word).
• Excellent communication skills - both verbal and written.
• Excellent customer service skills.
• HR- Disciplinary procedures
• Advanced knowledge and understanding of SFG20

We achieve this by combining our unique understanding with useful technology and an above-and-beyond attitude from our people on the ground and in our support centres. This provides a more personal approach to facilities management and building maintenance services.

We are present right across the UK at more than 1,000 sites and over 11 million square feet of premises. Our services include engineering maintenance, security, cleaning, compliance, reception, energy solutions and more.