We’re seeking a skilled and client-focused Client Services Manager to connect strategic client goals with our operational teams.
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.