Client Liaison Manager

Mitie Cleaning & Hygiene Services; Birmingham; On-site; GBP 34,000 - 38,000; Full time

Job summary

Mitie Cleaning & Hygiene Services is recruiting a Client Liaison Manager based at our Birmingham office. You will ensure key contracts run safely and efficiently, deliver service per SLA/KPI, maximise profitability, and maintain top client satisfaction.

Regular reporting, meetings, and supplier management form core duties, with opportunities to lead regional initiatives and improvements. The role emphasises proactive stakeholder engagement, accurate invoicing, and driving continuous service

Qualifications

• Confident in service delivery remotely and client facing.
• Ability to negotiate deadlines with clients for problem resolution.
• Practical and well organised with the ability to multi-task and prioritise workload.
• Excellent customer liaison skills.
• Excellent interpersonal skills to liaise with client and internal stakeholders.
• Ability to engage and persuade others in solving problems.
• Approachable and friendly.
• Excellent report presentation skills including competent use of Word and Excel.

Responsibilities

• Deliver management information reporting to key clients on a daily, weekly, monthly and adhoc frequency.
• Attend client meetings to the agreed frequencies and build relationships with all key stakeholders.
• Respond to client feedback and additional requests in a timely manner and record all data.
• Ensure any client complaints are dealt with and resolved swiftly.
• Monitor cleaning attendance performance, ensuring performance is within the KPI.
• Ensure monthly invoicing is completed accurately, with all adhoc and variations captured promptly to maximise revenue.
• Roll out national account initiatives with the regional teams and attend monthly retail meetings to cascade key messages.
• Liaise with other service lines in provision of service including MSC, Landscaping, Pest Control, Waste.
• Manage external suppliers to meet the contractual KPIs of the service contract.

Job description

• To ensure that key contracts are run safely and efficiently and to required standard.
• Ensure service is delivered in line with contractual SLA's and KPI's and challenge improvements.
• Maximise profitability and revenue opportunities within the account.
• Ensure client satisfaction is maintained and performance excels expectations.
• Present Mitie reporting at appropriate frequencies as agreed with contract lead and inspire improvements from the team.
• Deliver management information reporting to key clients on a daily, weekly, monthly and adhoc frequency
• Attend client meetings to the agreed frequencies and build relationships with all key stakeholders.
• Respond to client feedback and additional requests within a timely manner and record all data.
• Ensure any client complaints are dealt with and resolved swiftly.
• Monitor cleaning attendance performance, ensuring performance is within the KPI.
• Ensure monthly invoicing is completed accurately, with all adhoc and varitations captured in a timely manner to maximise revenue.
• Roll out national account initatives with the regional teams and attend monthly retail meetings to ensure key messages are cascaded.
• Lisase with other service lines in provision of service including MSC, Landscaping, Pest Control, Waste
• Manage external suppliers to meet the contractual KPI's of the service contract i.e. windows.
• Ensure monthly & quarterly audits as defined by the contract are completed and on time.
• Review failed audit scores, with performance improvement plans to resolution.
• Review and track equipment maintenance via the supplier and include data in management information packs.
• Track all budget streams versus spend and implement corrective actions as required via the regional teams to maximise profitability.
• Ensure cost control documents are kept up to date with variations to the contract.
• Review contract vacancies and ensure plans in place for recruitment and retention.
• Ensure new location openings are mobilised effectively within the agreed timeframe, including ordering equipment and materials.
• Review and bring forward new innovations to maximise service delivery and improve profitbabilty.
• Share industry news and best practice with the client, including Mitie developments and initiatives.
• Build relationships with Service Support Managers and Regional Operations Managers to deliver the cleaning service.
• Achieve customer satsisfaction demonstrated through NPS survey engagement results.
• Brand ambassador for Mitie promoting employee benefits and enhancing engagement, supported through the Mitie Star reward scheme.
• Manage own time effectively to complete all given duties within role.

Better places, thriving communities.

Client Liaison Manager

Based in Mitie T2 Birmingham Office

Salary £34,000 - £38,000 per annum

Job Objectives And Responsibilities

• To ensure that key contracts are run safely and efficiently and to required standard.
• Ensure service is delivered in line with contractual SLA's and KPI's and challenge improvements.
• Maximise profitability and revenue opportunities within the account.
• Ensure client satisfaction is maintained and performance excels expectations.
• Present Mitie reporting at appropriate frequencies as agreed with contract lead and inspire improvements from the team.
• Deliver management information reporting to key clients on a daily, weekly, monthly and adhoc frequency
• Attend client meetings to the agreed frequencies and build relationships with all key stakeholders.
• Respond to client feedback and additional requests within a timely manner and record all data.
• Ensure any client complaints are dealt with and resolved swiftly.
• Monitor cleaning attendance performance, ensuring performance is within the KPI.
• Ensure monthly invoicing is completed accurately, with all adhoc and varitations captured in a timely manner to maximise revenue.
• Roll out national account initatives with the regional teams and attend monthly retail meetings to ensure key messages are cascaded.
• Lisase with other service lines in provision of service including MSC, Landscaping, Pest Control, Waste
• Manage external suppliers to meet the contractual KPI's of the service contract i.e. windows.
• Ensure monthly & quarterly audits as defined by the contract are completed and on time.
• Review failed audit scores, with performance improvement plans to resolution.
• Review and track equipment maintenance via the supplier and include data in management information packs.
• Track all budget streams versus spend and implement corrective actions as required via the regional teams to maximise profitability.
• Ensure cost control documents are kept up to date with variations to the contract.
• Review contract vacancies and ensure plans in place for recruitment and retention.
• Ensure new location openings are mobilised effectively within the agreed timeframe, including ordering equipment and materials.
• Review and bring forward new innovations to maximise service delivery and improve profitbabilty.
• Share industry news and best practice with the client, including Mitie developments and initiatives.
• Build relationships with Service Support Managers and Regional Operations Managers to deliver the cleaning service.
• Achieve customer satsisfaction demonstrated through NPS survey engagement results.
• Brand ambassador for Mitie promoting employee benefits and enhancing engagement, supported through the Mitie Star reward scheme.
• Manage own time effectively to complete all given duties within role.

Main duties

• Deliver management information reporting to key clients on a daily, weekly, monthly and adhoc frequency
• Attend client meetings to the agreed frequencies and build relationships with all key stakeholders.
• Respond to client feedback and additional requests within a timely manner and record all data.
• Ensure any client complaints are dealt with and resolved swiftly.
• Monitor cleaning attendance performance, ensuring performance is within the KPI.
• Ensure monthly invoicing is completed accurately, with all adhoc and varitations captured in a timely manner to maximise revenue.
• Roll out national account initatives with the regional teams and attend monthly retail meetings to ensure key messages are cascaded.
• Lisase with other service lines in provision of service including MSC, Landscaping, Pest Control, Waste
• Manage external suppliers to meet the contractual KPI's of the service contract i.e. windows.
• Ensure monthly & quarterly audits as defined by the contract are completed and on time.
• Review failed audit scores, with performance improvement plans to resolution.
• Review and track equipment maintenance via the supplier and include data in management information packs.
• Track all budget streams versus spend and implement corrective actions as required via the regional teams to maximise profitability.
• Ensure cost control documents are kept up to date with variations to the contract.
• Review contract vacancies and ensure plans in place for recruitment and retention.
• Ensure new location openings are mobilised effectively within the agreed timeframe, including ordering equipment and materials.
• Review and bring forward new innovations to maximise service delivery and improve profitbabilty.
• Share industry news and best practice with the client, including Mitie developments and initiatives.
• Build relationships with Service Support Managers and Regional Operations Managers to deliver the cleaning service.
• Achieve customer satsisfaction demonstrated through NPS survey engagement results.
• Brand ambassador for Mitie promoting employee benefits and enhancing engagement, supported through the Mitie Star reward scheme.
• Manage own time effectively to complete all given duties within role.

Person Specification

• Confident in service delivery remotely and client facing
• Ability to negotiate on deadlines and with clients for problem resolution
• Practical and well organised with a clear demonstrable ability to multi task and prioritise workload based on priority
• Excellent customer liaison skills
• Excellent interpersonal skills to liaise with both client and internal stakeholders
• Ability to engage and persuade others in solving problems
• Approachable and friendly
• Excellent report presentation skills including competent use of word and excel to high standard

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Ashish Gautam at [e-mail].

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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