Lead Client Relations Manager

3 weeks ago

London, Greater London, United Kingdom Pareto Facilities Management Full time

Overview

As a Lead Client Relations Manager, you will showcase outstanding expertise in team leadership, operational processes, and the management of daily activities across various accounts. This role demands proficiency in delivering both Hard and Soft Facilities Management Services to prestigious clients. A comprehensive grasp of Mechanical & Electrical service delivery and compliance with statutory regulations is crucial.

The ideal candidate will possess exceptional communication skills, adept at navigating multiple stakeholder relationships across diverse accounts and locations, while consistently upholding the highest service standards. A Lead Client Relations Manager is driven, ambitious, and exemplifies professionalism, setting the benchmark for work ethic within the team. This position will report directly to the Pareto Associate Director.

Pareto seeks vibrant, enthusiastic, and engaging individuals. We value team members who are customer-centric, eager to assist, and committed to overcoming challenges to achieve results. All team members should embody a collaborative spirit, consistently striving to exceed expectations and support both Pareto and our clients in every endeavor.

Key Responsibilities

  • Oversee daily operations for a key account across multiple locations, ensuring direct accountability and delivery through team members.
  • Maintain a comprehensive understanding of all operations within your area of responsibility.
  • Foster and develop relationships with key stakeholders through regular meetings and communication.
  • Prepare management reports as required for both clients and Pareto.
  • Engage actively in strategic reviews to enhance the contract's direction.
  • Guarantee that all fundamental services outlined in the contract specifications are delivered without exception.
  • Serve as the primary decision-maker for the team and a critical escalation point for clients.
  • Manage all HR-related tasks for direct reports, including performance reviews, salary assessments, and disciplinary actions.
  • Ensure effective management of core subcontractors, ensuring compliance with their specifications and delivering value.

Health & Safety Oversight

  • Possess a thorough understanding of Health & Safety regulations to ensure compliance across all operations.
  • Conduct regular audits to maintain statutory compliance.
  • Ensure the execution of all internal processes related to the Health & Safety of Pareto employees.
  • Participate as a member of the Senior Management Team in the review of incidents and accidents.
  • Contribute to the internal audit process at Pareto.
  • Act as a liaison for external auditors as necessary.

Service Management

  • Lead the operational and strategic execution of facilities management contracts.
  • Build strong relationships with clients and Pareto FM teams.
  • Oversee the financial performance of each contract, including monthly invoicing.
  • Focus on innovative service delivery and exceeding client expectations.
  • Manage and lead projects as required.
  • Ensure regular reporting and review processes are established for all accounts under your purview.
  • Utilize and implement Key Account Management practices.
  • Proactively manage the renewal process for your area, including cost reviews and contract amendments.
  • Communicate any contract modifications to the Senior Team and monitor budget compliance.
  • Oversee medium to large projects, including cost estimations and timelines.
  • Act as a Superuser for designated systems utilized within the organization.
  • Manage relationships with significant subcontractors.
  • Participate in the out-of-hours call-out and response process.

Team Leadership

  • Provide line management for a defined team of direct reports.
  • Communicate effectively in both written and verbal formats to ensure clarity of expectations.
  • Support all disciplinary and absence management processes in accordance with Pareto policy.
  • Conduct regular site visits to enhance team engagement.
  • Engage in the onboarding process for new team members, ensuring personal introductions within their first month.
  • Review exit interviews and provide recommendations.
  • Ensure performance management processes are effectively implemented, including appraisals and objective setting.
  • Monitor and approve overtime, expense, and mileage claims within your area of responsibility.
  • Support the development and implementation of the company's training initiatives.
  • Conduct final stage interviews as needed.
  • Identify high-performing team members and advocate for reward and recognition processes.
  • Participate in the Pareto Mentoring Program.

Client Engagement

  • Act as the primary contact for clients regarding all issues.
  • Provide regular formal and informal communication to clients.
  • Facilitate client meetings on a weekly, monthly, or quarterly basis as required.
  • Prepare client reports as necessary.
  • Document minutes from client meetings.
  • Serve as a trusted source of innovation in service delivery for clients.
  • Support larger strategic projects with clients as needed.

Qualifications:

  • Relevant facilities management experience (typically 7+ years).
  • IWFM qualification (or equivalent) at level 5 or above.
  • Minimum IOSH Managing Safely qualification or equivalent.
  • Strong knowledge of FM service delivery across all service lines.
  • Excellent planning and organizational capabilities.
  • Outstanding verbal, written communication, and presentation skills.
  • Proficient IT skills.
  • Ability to manage your workload and work independently.
  • Adaptability to a rapidly changing environment.
  • Comfortable addressing poor standards or behaviors and implementing necessary changes.
  • Ability to collaborate effectively with others to complete tasks and enhance processes.

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