Client Relationship Manager

Client Relationship Manager

Your purpose

Responsible for managing the service delivery for a defined area and activities on a national multi-site account in the hospitality sector. Managing a team of dedicated technicians to deliver proactive and reactive tasks, whilst providing excellent quality and service. Ensuring the day-to-day operation is effectively and efficiently delivered in line with the contract. Interacting with the client daily to ensure proactive and reactive operational management of FM hard services ensuring client satisfaction. Being the first point of escalation for the client ensuring timely and appropriate resolution of all issues.

Be someone who makes it happen

What you’re responsible for

• Ensure that all contractual obligations are met within the defined area and/or activities assigned. This includes supporting the Operations Manager and wider account.
• Management of your team to achieve all KPIs and their wider objectives and address all instances of under-performance.
• Develop strong relationships with all internal and external stakeholders and provide timely responses to requests for help and support.
• Monitor and drive timely closure of all PPM, reactive, quoted and remedial works within your portfolio.
• Monitor and liaise with suppliers to ensure the effective day-to-day delivery of the service and identify and escalate any performance issues to the dedicated supplier relationship team
• Monitor the overall regional performance (outputs), maintaining a regular dialogue with key stakeholders in the client’s business.
• Ensure that any client complaints regarding service delivery are resolved in a timely manner with root cause analysis carried out and corrective action/process improvements implemented.
• Measure and monitor satisfaction across your portfolio and provide detailed reporting and analysis on satisfaction trends together with improvement plans as necessary.
• Be the main point of escalation for the client and wider team as required.
• Promote a positive Health and Safety culture ensuring any issues and areas of concern are escalated to the Account Director and addressed.
• Embrace learning and personal development opportunities.
• Promote the ‘Bellrock’ culture within the business.
• Undertake any other duties that may be reasonably assigned by your line manager, and which are consistent with the postholders knowledge and skills necessary for the satisfactory completion of business need.

Be one of a kind

Your knowledge, skills and qualifications

Qualifications/Training required

Essential:

• IT literate – intermediate level in use of Excel – including data manipulation
• IOSH Managing Safely

Desirable:

• Facilities Management (FM) qualification/working towards an FM qualification

Experience required

Essential:

• Managing a remote team
• Minimum of 3 years’ operational experience in FM
• Understanding of compliance
• Health, Safety, Environmental and Sustainability awareness
• Working in a client facing environment
• Working in a fast-paced environment
• Working with suppliers
• Managing multiple priorities daily
• Data management, analysis and reporting
• Adherence to processes and procedures

Be the perfect fit

Your core qualities and attributes

• Customer focussed
• Self-motivated – driven and tenacious
• Positive attitude and a team player
• Builds effective relationships
• Ability to effectively communicate, both verbally and in writing, at all levels of an organisation
• Ability to manage difficult and challenging situations /relationships
• Proactive, uses initiative in problem solving and identifying root cause
• Sound judgement/understands when to escalate issues
• Organised and pays attention to detail
• Committed to personal development