Client Services Manager

Description:

The Client Services Manager will be responsible for overseeing the delivery of services to clients, managing client accounts, and resolving any issues or complaints.

The successful candidate will be responsible for not only building partnerships with existing clients and ensuring contract retention but also developing relationships with potential customers resulting in new business for the Company.

This is a fantastic role for a result driven, client solution focused professional.

MAIN DUTIES / RESPONSIBILITY

Operational

Service Delivery

Build and maintain an excellent working relationship with Clients.

Monitor and maintain all contracts to company standards within specification and budget.

Ensure that excellent cleaning standards are delivered across all sites.

Ensure that queries are dealt with effectively and promptly.

Identify areas of improvement and drive the changes when required.

Take responsibility for managing issues until satisfactory outcomes are achieved.

Support the team to improve results on poor performing contracts.

Carry out regular site visits and audits, take part in meetings when required.

Ensure all operational KPI and SLAs are achieved.

Monitor and manage the supply of materials, consumables, equipment, PPE and uniforms.

Staff Management (Supervision and Development)
 

• Develop responsible and productive team, focused on the delivery of high standards.
• Take responsibility for staff recruitment, induction training and performance management to include three month and six month probation review and annual performance appraisal.
• Assist in the site familiarisation process and deliver all aspects of the initial training.
• Coordinate and control the operational activities of the site and monitor its performance.
• Manage attendance appropriately and provide staff to cover absenteeism.
• Identify training needs and deliver training as required.