Client Relations Executive

HOTTO POTTO LTD; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A hospitality business in central London is seeking a Client Relations Executive to enhance customer communication and external liaison. The ideal candidate will manage customer enquiries and support community engagement activities. Strong experience in client relations and a relevant degree in communications or management are preferred. This position offers a dynamic work environment and opportunities for professional growth.

Qualifications

• Experience in client relations, CRM-based roles, or project support.
• Proven ability to coordinate with stakeholders in a professional setting.
• Strong written and verbal communication skills.

Responsibilities

• Manage customer enquiries and feedback through various channels.
• Handle escalated complaints by coordinating with internal teams.
• Maintain relationships with regular guests and community partners.

Skills

Client relations

Communication skills

Organisational abilities

Education

Relevant degree in PR, business communications, or management

Tools

CRM tools

Job description

Hotto Potto Ltd is recruiting a Client Relations Executive to enhance customer communication and external liaison for our busy hospitality business in central London. The role focuses on managing customer enquiries, coordinating escalated feedback with internal teams, maintaining relationships with regular guests and community partners, and supporting communication activities across the organisation. You will help strengthen client engagement, service-quality reporting and information flow between customers and operational teams.

Key Responsibilities

• Manage customer enquiries and feedback received through email, phone and online platforms in a professional and timely manner.
• Handle escalated complaints or service concerns by coordinating with relevant internal teams and following up with customers as needed.
• Maintain structured relationships with regular guests, community groups, local organisations and external partners through scheduled communication and consistent follow-ups.
• Coordinate with external partners (e.g., event organisers, community representatives) on communication matters related to service updates, operational notices or joint activities of the restaurant.
• Monitor client/customer experience trends and prepare concise reports highlighting recurring issues, sentiment insights and service-quality observations.
• Assist with producing monthly client-relations summaries, communication logs and improvement suggestions for management review.
• Support the organisation of community engagement activities or external collaboration events when required.
• Maintain and update the client-relations database, ensuring all communication records, feedback cases and follow-up actions are accurately documented.
• Serve as a communication bridge between customers and internal teams, ensuring customer-related information is clearly relayed without performing frontline operational duties.

Job Requirements

• Experience in client relations, CRM-based roles, account coordination, project support or stakeholder communication.
• A relevant degree in PR, business communications, and management or a related field is highly preferred.
• Proven ability to coordinate with external partners or organisational stakeholders in a professional setting.
• Familiarity with CRM tools or client-data systems.
• Strong written and verbal communication skills, with the ability to manage customer enquiries and sensitive feedback tactfully.
• Excellent organisational abilities and attention to detail, especially in maintaining communication records and tracking follow-up actions.
• Comfortable working cross-functionally with other departments and crews of the restaurant.