Client Success Director

TN United Kingdom; England; Remote; GBP 45,000 - 52,000; Full time

Job summary

A leading consultancy firm is seeking a Client Success Director to enhance client relationships and oversee health and safety consultancy services. The role involves strategic responsibilities, client management, and ensuring service quality across various projects. Ideal candidates will possess a NEBOSH H&S Diploma and have substantial experience in client success and health and safety advisory roles.

Benefits

25 days holiday

Health cash plan

Gym discounts

Cycle to work

Pension scheme

Family leave enhancements

Volunteer days

Social events

Professional development support

Qualifications

• At least 5 years’ experience advising on H&S, Fire Safety, Asbestos, or Legionella.
• Strong client success experience.
• Excellent IT skills, particularly in Excel, Word, and PowerPoint.

Responsibilities

• Manage client enquiries and maintain regular communication.
• Oversee technical responses to health and safety inquiries.
• Produce and analyze client reports, identifying trends.

Skills

Communication

Problem Solving

Client Success

IT Skills

Education

NEBOSH H&S Diploma or equivalent

Job description

The provided job description is quite comprehensive and well-structured, but it can benefit from improved formatting for better readability and engagement. Minor adjustments include consistent use of HTML tags, clearer separation of sections, and removal of redundant or irrelevant content. Here is a refined version with enhanced structure:

Client Success Director

About the role

Are you ready to make a lasting impact? As our new Client Success Director, you’ll lead in delivering top-tier consultancy services to our key clients, overseeing technical aspects of contracts and ensuring exceptional service.

This dynamic, fast-paced role requires your expertise as a qualified health and safety/fire safety consultant (or relevant technical knowledge). You’ll work closely with property management clients, building strong relationships and being their primary contact for health and safety matters. You’ll liaise between clients’ teams and our internal departments, including Service Directors, Technical Managers, and the Helpdesk.

You will balance administrative duties with strategic responsibilities, ensuring timely service delivery, managing budgets, identifying upsell opportunities, and fostering long-term client relationships. Responsibilities include drafting proposals, reviewing pricing, managing debt, and supporting the company's growth.

What you’ll be getting up to

• Handle client enquiries and maintain regular communication to understand needs and feedback.
• Update and brief internal teams on client-specific issues.
• Attend meetings and develop client accounts through additional service offerings.
• Manage quality assurance procedures and ensure reports meet standards and legislative requirements.
• Implement and monitor KPIs and SLAs, coordinating with scheduling teams.
• Oversee technical responses to health and safety inquiries and updates to templates and documentation.
• Ensure familiarity with all relevant software and coordinate with the software development team for enhancements.
• Coordinate with Service Directors to ensure consistency across services.
• Support onboarding and training of new consultants, identifying training needs.
• Produce and analyze client reports, identifying trends and recommendations.
• Monitor Helpdesk tasks, update training materials, and assist in training delivery.
• Manage direct reports and undertake consultancy services as needed.
• Contribute to the development of internal safety systems and processes.
• Assist in mobilizing new contracts, monitor forecasts, and liaise with finance on debt management.
• Review and update client fee structures and provide quotes for complex sites.
• Gather and respond to client feedback, including surveys and external communications.

What we're looking for

Our ideal candidate embodies our core values: approachability, optimism, solution-focus, collaboration, curiosity, and innovation. Excellent communication skills and a proactive, problem-solving attitude are essential.

Must-haves:

• NEBOSH H&S Diploma or equivalent, with at least 5 years’ experience advising on H&S, Fire Safety, Asbestos, or Legionella.
• Strong client success experience.
• Excellent IT skills, particularly in Excel, Word, and PowerPoint.
• Ability to work independently and proactively.
• Willingness to travel (approximately 60% home-based).
• Effective communication skills at all organizational levels.

Nice-to-haves:

• Experience delivering training courses.
• Knowledge of FM or Property Management.

What we offer

• Salary: £45,000 plus £5,500 car allowance and bonus.
• Location: Home-based with travel as needed.
• Benefits: 25 days holiday, health cash plan, gym discounts, cycle to work, pension scheme, family leave enhancements, volunteer days, social events, and professional development support.