Client Relations Manager

Marston Holdings; Castleton; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonuses

Flexible working arrangements

Healthcare and pension benefits

Supportive work environment

Job summary

Marston Holdings is seeking a Client Relations Manager to own a portfolio of private sector clients, primarily within the Engage portfolio. You will build trusted relationships, monitor service performance against SLAs and KPIs, and provide clear reporting to senior stakeholders.

Based in Rochdale with hybrid working and occasional client travel, you’ll collaborate with Operations, Compliance and Business Development to ensure compliant, high-quality service delivery and identify opportunities

Qualifications

• Proven experience in client account management and relationship building.
• Strong communication and data reporting skills.
• Experience handling complaints in a regulated environment.
• Commercial awareness and ability to spot growth opportunities.
• Full UK driving licence.

Responsibilities

• Manage and develop a portfolio of private sector client accounts.
• Build strong relationships with clients at operational and management level.
• Monitor SLAs, KPIs and financial performance with reporting insights.
• Resolve client queries, complaints and escalations promptly and professionally.
• Work with operations and compliance teams to ensure high-quality, compliant service delivery.
• Identify opportunities for account growth, service improvements and cross-selling.
• Support client onboarding, contract renewals and business development.
• Act as the Voice of the Client, sharing feedback across the business.
• Stay up to date with industry, regulatory requirements.

Job description

ClientRelationsManager – Private Sector

Location: Rochdale (Hybrid), with occasional travel to meet clients

Engage, part of Marston Holdings Ltd, is a field solutions business, conducting more than 50,000 visits to people and property every month. As a field services provider, we pride ourselves on our flexibility and adaptability. Every client has their own unique requirements, and we strive to ensure that our technology and the skills and knowledge of our field force always exceed expectations.

We are looking for a Client Relations Manager to join our team and take ownership of a portfolio of key private sector clients.

With a primary focus on our Engage portfolio: spanning early-stage collections, field services, metering and specialist services — you’ll build trusted client relationships, oversee service performance and help drive client satisfaction, retention and growth. You’ll also support a portfolio of High Court Enforcement accounts.

Working closely with Operations, Compliance, Business Development and senior stakeholders, you’ll be the vital link between our clients and operational teams, ensuring services are delivered effectively, compliantly and in line with contractual commitments.

Key Responsibilities

• Manage and develop a portfolio of private sector client accounts.
• Build strong relationships with clients at operational and management level.
• Monitor SLAs, KPIs and financial performance, providing clear reporting and insight.
• Resolve client queries, complaints and escalations promptly and professionally.
• Work with operational and compliance teams to ensure high-quality, compliant service delivery.
• Identify opportunities for account growth, service improvements and cross-selling.
• Support client onboarding, contract renewals and business development activity.
• Act as the Voice of the Client, sharing feedback and market insight across the business.
• Stay up to date with relevant industry, legislative and regulatory requirements.

What we are looking for

• Proven experience in client account management, ideally within debt recovery, enforcement, utilities, energy or another regulated environment.
• Strong communication and relationship‑building skills.
• Excellent attention to detail and confidence working with data and performance reporting.
• Experience managing complaints and resolving issues in a regulated environment.
• Commercial awareness and the ability to spot opportunities for account growth.
• An understanding of the debt lifecycle and relevant regulatory requirements.
• A proactive, collaborative approach and the confidence to work with clients and internal stakeholders at all levels.
• Experience of High Court Enforcement, civil enforcement legislation and CRM/case management systems would be advantageous.
• A full UK driving licence.

What you will get in return

• Competitive salary and performance-based bonuses
• Opportunities for career growth and development
• Flexible working arrangements
• Healthcare and pension benefits
• Supportive and inclusive work environment

If you are a commercially minded relationship-builder who enjoys delivering great client outcomes and making a real impact, we would love to hear from you.

About us

Marston Holdings Limitedis a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market-leading, integrated technology-enabled solutions from design and implementation to management and recovery.

We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.

INDV