Client Relationship Manager

Bellrock Group; Leicester; Hybrid; GBP 40,000 - 52,000; Full time

Benefits offered by this job

25 days annual leave + bank holidays +

Pension scheme

Life cover

Health assistance

Enhanced parental leave

Cycle to work

Holiday purchase

Healthcare Cashplan

Job summary

Bellrock Group is seeking a Client Relationship Manager to oversee service delivery for a large, multi-site FM contract in the Retail and Leisure sector. Based in Leicester, the role combines office and home working on a hybrid basis, with Monday–Friday 8:00–17:00 hours.

You will manage day-to-day operations, drive client satisfaction, and coordinate with Account Directors and suppliers to meet KPIs and deliver safe, compliant services across ~350 sites.

Qualifications

• Must have IT proficiency and intermediate Excel skills.
• Experience delivering hard services in facilities management.
• Demonstrated understanding of compliance in a client-facing setting.
• Strong health, safety and sustainability awareness.
• Ability to communicate effectively at all organisational levels.

Responsibilities

• Manage service delivery for a defined area across ~350 sites.
• Act as the first point of escalation for the client and ensure timely resolution.
• Drive timely closure of PPM, Reactive, Quoted and Remedial works.
• Liaise with suppliers to ensure day‑to‑day delivery and raise performance issues.
• Report on satisfaction trends and implement improvement plans.

Skills

Excel data manipulation

IOSH Managing Safely

FM operational experience

Compliance understanding

Health, safety, sustainability

Client-facing

Fast-paced environment

Supplier management

Multi-priority management

Data management & reporting

Process adherence

Customer focus

Self-motivation

Team player / relationship building

Communication skills

Problem solving & root-cause

Judgement / escalation

Detail orientation

Personal development

Education

FM qualification or working towards FM qualification

Job description

Client Relationship Manager- (Facilities Management).

Leicester

Role Overview

Responsible for managing the service delivery for a defined area and activities on a national, multi-site (circa 350 sites) account in the Retail and Leisure Sector. Ensuring the day-to-day operation is effectively and efficiently delivered in line with the contract. Interacting with the client daily to ensure proactive and reactive operational management of FM hard services ensuring client satisfaction. Being the first point of escalation for the client ensuring timely and appropriate resolution of all issues.

Key Responsibilities

• Ensure that all contractual obligations are met within the defined area and / or activities assigned. This includes supporting the Account Director and wider account management team in achieving all contractual KPIs.
• Develop strong relationships with all internal and external stakeholders and provide timely responses to requests for help and support.
• Monitor and drive timely closure of all PPM, Reactive, Quoted and Remedial Works within your portfolio.
• Monitor and liaise with suppliers to ensure the effective day-to-day delivery of the service and identify and elevate any performance issues to the dedicated Supply Chain Manager.
• Monitor the overall regional performance (outputs), maintaining a regular dialogue with key stakeholders in the client’s business.
• Ensure that any client complaints regarding service delivery are resolved in a timely manner with root cause analysis carried out and corrective action/process improvements implemented.
• Measure and monitor satisfaction across your portfolio and provide detailed reporting and analysis on satisfaction trends together with improvement plans as necessary.
• Be the main point of escalation for the client and wider team as required.
• Provide coaching and support the development of Account Coordinators.
• Promote a positive Health and Safety culture ensuring any issues and areas of concern are escalated to the Account Director and addressed.
• Embrace learning and personal development opportunities.
• Promote the ‘Bellrock’ culture within the business.
• Undertake any other duties that may be reasonably assigned by the Line Manager, and which are consistent with your knowledge and skills necessary for the satisfactory completion of business needs.

Desirable

Skills & Experience

• Facilities Management (FM) qualification / working towards an FM qualification.

Essential

• IT literate – intermediate level in use of Excel – including data manipulation.
• IOSH Managing Safely.
• Minimum of 3 years’ operational experience in FM.
• Understanding of compliance.
• Health, safety, environmental and sustainability awareness.
• Working in a client facing environment.
• Working in a fast-paced environment.
• Working with suppliers.
• Managing multiple priorities daily.
• Data management, analysis and reporting.
• Adherence to process and procedures.
• Customer focussed.
• Self-motivated – driven and tenacious.
• Positive attitude and a team player.
• Builds effective relationships.
• Ability to effectively communicate, both verbally and in writing, at all levels of an organisation.
• Ability to manage difficult and challenging situations and relationships.
• Proactive, uses initiative in problem solving and identifying root cause.
• Sound judgement and understand when to elevate issues.
• Organised and pays attention to detail.
• Commitment personal development.

Working arrangements

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work between the Leicester office and your home address on a hybrid basis, Monday to Friday, 8.00am to 5.00pm.

What can we offer you?

• 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)
• Salary exchange pension scheme
• Life cover
• Paid sick leave
• Health Assured employee assistance and wellness program
• Enhanced maternity, paternity and adoption leave
• Salary sacrifice schemes: Cycle to work
• Holiday purchase scheme of additional 5 days per year
• Offers and discount scheme designed to save money on everyday shopping and essentials
• Healthcare Cashplan
• MotorSave Scheme
• Refer a friend
• Liftshare
• Virtual GP

Why Bellrock?

At Bellrock, our people make the difference.

We support organisations across the UK with property, facilities management, compliance, engineering and technology services, helping our customers create safer, smarter and more sustainable environments.

We're committed to creating a workplace where people feel supported, respected and able to develop their careers. If you're looking for a business where your contribution is valued and where you can continue to learn and grow, we'd love to hear from you.

Inclusion

We welcome applications from people of all backgrounds and experiences and are committed to providing a fair and accessible recruitment process for everyone.