Client Success & Performance Manager

Biffa Waste Services; Hounslow; On-site; GBP 40,000 - 55,000; Full time

Job summary

Biffa Waste Services is seeking a Client Support Manager to join the Heathrow contract team. The role focuses on building strong client relationships, analyzing performance, coordinating operational activities and identifying improvement opportunities.

Working with the Corporate Account Director and on-site teams, you will monitor KPIs, support service delivery, and contribute to sustainability communications and contract administration.

Qualifications

• Experience in client services or contract coordination.
• Ability to analyse performance data and generate insights.
• Strong organizational skills to handle multiple priorities with deadlines.
• Commercial awareness including budgets and contract performance.
• Proficiency in Excel and PowerPoint.

Responsibilities

• Support day-to-day Heathrow contract delivery and act as primary client contact for queries.
• Prepare and review contract performance reports, KPIs and service levels.
• Coordinate with onsite teams and stakeholders to ensure smooth delivery.
• Monitor contract expenditure against budgets and flag risks or opportunities.
• Analyse waste and recycling data to identify improvement opportunities.
• Support client meetings, reviews, and communications with actions tracked.
• Develop engagement materials and recycling communications.
• Maintain contract records, trackers and documentation.
• Provide cover during planned absences to ensure continuity.

Skills

Client services

Contract support

Mobilisation

Operational management

Relationship building

Data analysis

Budget awareness

Excel

PowerPoint

Communication

Tools

Microsoft Office

Excel

PowerPoint

Job description

Client Support Manager

We have an exciting opportunity for a Client Support Manager to join our team supporting the successful delivery of our high-profile Heathrow contract.

This is a varied and rewarding role, ideal for someone who enjoys building strong client relationships, analysing performance, coordinating operational activities and identifying opportunities for improvement.

Working closely with the Corporate Account Director, onsite operational teams and Commercial Finance, you'll play an important role in ensuring excellent service delivery, supporting recycling performance and maintaining strong relationships with our customer.

What you'll be doing

• Client & Contract Support: Support the day-to-day delivery of the Heathrow contract, acting as a key point of contact for routine queries and helping ensure a consistently high standard of service.
• Performance Reporting: Prepare and analyse contract performance reports, monitoring KPIs, service levels, operational trends and improvement opportunities.
• Operational Coordination: Work closely with onsite teams, internal departments and stakeholders to coordinate activities, resolve queries and support smooth contract delivery.
• Commercial & Financial Support: Monitor contract expenditure against budgets, identify variances and work with the Commercial Finance team to highlight potential risks and opportunities.
• Continuous Improvement: Analyse waste and recycling audit data, identify trends and work with operational colleagues to develop practical improvements.
• Client Engagement: Support customer meetings, performance reviews, presentations and communications, ensuring actions are tracked and delivered.
• Communications & Sustainability: Help develop engagement materials, recycling communications and initiatives that encourage positive environmental behaviours.
• Contract Administration: Maintain accurate contract records, performance trackers, action plans and supporting documentation.
• Business Continuity: Provide operational and administrative cover during planned periods of absence, ensuring continuity of service and client support.

What we're looking for

We're looking for someone who is confident working with clients, comfortable interpreting data and capable of managing multiple priorities in a busy operational environment.

You'll ideally have:

• Previous experience in client services, account support, contract coordination, mobilisation or operational management support.
• Strong communication and relationship-building skills, with a customer-focused approach.
• Excellent organisational skills and the ability to manage competing priorities and deadlines.
• Strong analytical skills, with confidence producing reports and interpreting operational and financial data.
• Good commercial awareness, including an understanding of budgets, costs and contract performance.
• Proficiency in Microsoft Office, particularly Excel and PowerPoint.
• A proactive, solutions-focused approach with excellent attention to detail.
• The confidence to work independently while collaborating effectively with colleagues and stakeholders.

It would be an advantage if you also have:

• Experience within waste management, recycling, facilities management or other outsourced service environments.
• Knowledge of contract KPIs, SLAs and performance reporting.
• Experience analysing operational audits or supporting sustainability initiatives.
• Previous involvement in budget monitoring, client engagement or continuous improvement projects.

Biffa – we’re changing the way people think about waste

At Biffa, we love working with waste. Whether we’re turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It’s a view that’s shared by our 11,000+ people around the country, who trust us to provide them with a career that’s always rewarding, often challenging, but never dull.

We believe different ideas, perspective and backgrounds are key to developing a creative and effective working environment which is why you’ll find us championing diversity and equality at every turn.