Client Success Director

Client Success Director

Remote, UK

Salary: £45k + £5.5k car allowance + bonus

Permanent

About the role

Are you ready to make a lasting impact? As our new Client Success Director, you’ll take the lead in delivering top tier consultancy services to our most important clients, overseeing the technical aspects of individual contracts and ensuring exceptional service every step of the way.

This is a dynamic, fast-paced role where your expertise as a qualified health and safety/fire safety consultant (or your relevant technical knowledge) will shine. You’ll work closely with our larger property management clients, building strong relationships and being their go-to for everything related to health and safety. You'll be the bridge between our clients’ Health and Safety teams, Facilities Managers and our internal teams, including Service Directors, Team Managers, Technical Managers, Consultants and our Helpdesk team.

In this exciting role, you'll balance business administration with strategic responsibility. You’ll ensure services are delivered on time, within budget and in line with the company’s profit targets, all while identifying upselling opportunities and managing client relationships with professionalism and care. You'll draft fee proposals, review pricing strategies and ensure debt management is handled seamlessly all while fostering long-term success for both our clients and the company.

This is your chance to take the reins, influence client outcomes and help shape the future of our consultancy services. If you're ready to make a difference and thrive in a leadership role, we want you on our team!

What you’ll be getting up to

• Deal with enquiries from clients and direct client communications.
• Maintain regular communication with clients to understand the client needs, expectations and feedback.
• Keep the Client Success Officer fully briefed of client specific developments / issues which may arise.
• Attend client meetings / briefings with the Client Success colleagues or independently, as appropriate.
• Be proactive and use initiative to develop client accounts through offering additional services to grow the value of accounts year on year.
• Ensure clients are informed of any high risk / P1 issues arising in accordance with specific client protocols (note that this may be the direct responsibility of the Client Success Manager).
• Oversee the QA procedure (in consultation with the Quality, Accreditations and SHE Manager) in terms of ensuring reports are being produced in accordance with SLAs, Client Protocols, SRC standards, as well as legislative requirements and industry standards. Ensure feedback to Consultants via Team Managers / Technical Managers is constructive, balanced and appropriate.
• Implement and track quality objectives / KPIs.
• Oversee the adherence to SLAs and co-ordinate with the scheduling team re consultants’ visits to ensure SLAs are being met.
• Oversee the issuing of guidance via client protocols on common issues, new legislation and guidance and client requirements. Assist in the briefing of the Consultant teams on client-specific issues at Consultant meetings.
• Overseeing the technical responses to H&S / Fire etc. enquiries and meetings around this, any enforcement action, updates to templates, document types etc. and discussion with clients ahead of such changes.
• Be fully acquainted with all relevant software and the client specific modifications to these systems.
• Co-ordinate with the software team to resolve issues. Work with the Development Team as appropriate to enhance software for the client (in strict accordance with SRC new software development protocols).
• Liaise with the Service Director(s) to ensure consistency across the service disciplines.
• Oversee the process, together with the Client Success colleagues and Team Managers / Technical Managers, of ensuring Consultants, and particularly new starters, gain knowledge of client accounts. Help to identify Consultant skills / training requirements and to communicate these to the appropriate Team Manager / Technical Manager.
• Work with Client success colleagues to produce monthly / annual client reports. Produce and analyse regular and ad-hoc reports of actions raised by Consultants across each client, for example. Identify any significant trends or patterns and identify appropriate recommendations.
• Monitor progress in closing client-specific Helpdesk tasks, in accordance with client-specific SLAs.
• Update client specific training materials, as required, to reflect changes in legislation, changes to client policies and procedures etc.
• Liaise with Training Administrator(s) regarding the planning and scheduling of client training - both online and face-to-face. Assist in the delivery of training to client staff on use of the software systems (face-to-face and via Web-Ex) and possibly face-to-face health and safety training (dependent on experience).
• Managing direct reports, where necessary.
• Periodically undertake consultancy services directly, as required.
• Assist where required to develop SRC internal safety systems and processes.
• Assist in mobilisation of new client contracts.
• Monitor and update the company forecast information on a regular basis.
• Liaise with the Finance Team to ensure client debt is addressed on a regular basis, escalating this to the client where required.
• Work on annual cost projections and forecasts, reviewing client fees on an annual basis.
• Provide quotes and fees for complex sites and new mobilisations (i.e. those outside the fee matrix).
• Oversee and report on client feedback, investigating any negative feedback and addressing corrective actions with the Team Managers / Technical Managers.
• Where required, co-ordinate and report on annual client feedback surveys.
• Liaise with external bodies that may complete work on our behalf (tracking their SLAs and escalating any concerns where appropriate). Also, ensuring timely payment to any such external bodies.
• Produce and communicate agendas and minutes if required.

What we're looking for

The ideal candidate for this role will demonstrate behaviours that reflect our core values. Our colleagues are approachable and optimistic, focussing on solutions. We listen to understand client needs, delivering expert guidance and high-quality service. We foster collaboration by sharing knowledge openly and supporting others to thrive by sharing well-considered feedback. We continuously strive for improvement by being open to challenge, being curious and focussing on innovation.

The Client Success Director will be at the forefront of our delivery of a high level, responsive quality service to clients and as such, excellent communication skills and a ‘can-do’ attitude are key. Mental agility and a pro-active approach to problem solving are essential - planning ahead to foresee potential issues and taking personal responsibility for completing tasks.

Must-haves:

• NEBOSH H&S Diploma or equivalent and a minimum 5 years’ experience in advising on H&S / Fire Safety / Asbestos/ Legionella.
• Strong client success experience.
• Excellent IT skills and able to use Excel, Word, PowerPoint
• Ability to work autonomously
• Willingness to travel (likely to be 60% home based)
• Ability to work on own initiative and pro-active approach to problem solving
• Excellent communication skills, both verbal and written. Ability to effectively interact with stakeholders at all levels, including senior executives, technical teams, and business users.
• Experience of Microsoft Office, other collaborative working systems is essential.

Nice-to-haves:

• Ability to deliver training courses
• Knowledge of FM / Property Management
• Environmental Knowledge / Qualification

Why join us?

We put people first—whether it’s our customers or our colleagues. When you join us, you’ll be part of a supportive team that values collaboration, innovation, and professional growth. We’ll give you the tools and opportunities to succeed, while ensuring you feel valued every step of the way.

Our benefits

We aim to support our colleagues both professionally and personally.

Here’s a snapshot of what we offer:

• Salary: £45k + 5.5k car allowance + bonus.
• Location: Home based with a need to travel as required (likely 60% home based)
• Annual Leave: 25 days holiday in addition to usual bank holidays.
• Wellbeing – Health cash plan, gym discounts, cycle to work scheme and an enhanced employee assistance programme
• Financial – salary sacrifice pension scheme and exclusive shopping discounts
• Family – we enhance statutory entitlements for family leave policies
• Community – volunteer days and religious holiday swaps
• Social – we host an annual conference to get the whole business together as well as our team of Social Champions who arrange regular events for inside and outside of work
• Development – we’ll cover the cost of a professional membership fee, support your personal and professional development and provide you with access to our online learning library