Client Engagement Lead

Summary

An excellent opportunity to join a respected and expanding compliance consultancy, setting up and leading a newly formed client engagement team while overseeing the smooth coordination of the company's head office activities. This dual role combines hands-on leadership, operational coordination, and continuous improvement within a dynamic and supportive business environment.

Kovia is a dynamic and growing statutory compliance consultancy and contracting business headquartered in Plymouth, Devon. We are seeking outstanding talent to join our team during this exciting period of expansion. Founded in 2013, Kovia has grown into a highly successful regional company with offices in Cornwall, Devon, and Somerset, employing a team of 35 who collectively complete over 15,000 jobs each year. As we continue to strengthen our regional presence and expand our services nationwide, we are looking for ambitious, hardworking, and commercially minded individuals to help drive our next phase of growth.

The Client Engagement Lead & Office Manager position sits within Kovia Compliance's Operations team, which delivers a wide range of statutory compliance services including asbestos, stock condition surveying, energy assessments (EPCs, Retrofit Assessments, etc.), radon, legionella, fire safety, and associated training.

Job Description

We are seeking a capable and professional Client Engagement Lead & Office Manager to establish and lead our new client engagement (customer contact) team while supporting the coordination of wider office activities. This is a pivotal position requiring a confident and organised individual who can lead by example and bring structure, consistency, and maturity to the team's daily operations.

You will oversee the setup and management of a small, outbound calling team responsible for arranging survey appointments and maintaining client and tenant communications. The role also involves liaising with colleagues who oversee facilities, equipment, and document systems to ensure the smooth running of the office.

You will work closely with Key Account Managers, Principal Consultants, and the Operations team to align workloads and priorities with client and business needs. The successful candidate will also help shape team culture, coordinate internal communications, and take the lead in organising team events and initiatives.

This position offers the opportunity to drive improvement and innovation within the client engagement function — including leveraging digital tools and emerging technologies such as AI to enhance efficiency, communication, and customer experience.

Key Responsibilities

• Set up and lead the Client Engagement team, ensuring the effective delivery of outbound calls and appointment scheduling activities.
• Provide strong, visible leadership and act as a role model for professionalism, accountability, and service excellence.
• Liaise daily with Key Account Managers, Principal Consultants, and the Operations team to plan and prioritise workloads.
• Coordinate with colleagues responsible for facilities, equipment, and document control to ensure smooth office operations.
• Monitor performance and service levels across the client engagement function, using data and feedback to drive improvement.
• Identify opportunities to enhance efficiency and service quality, including the adoption of AI and digital communication tools.
• Support team morale and cohesion, including the organisation of team meetings, briefings, and social events.
• Ensure communication within the office remains structured, professional, and aligned with company values.
• Contribute to the continuous improvement of administrative and operational processes.

Person Specification Essential

• Proven experience in a team leadership or call centre management role.
• Excellent organisational and communication skills with a calm, professional approach.
• Ability to problem-solve, prioritise, and make decisions effectively under pressure.
• Demonstrated ability to lead by example and maintain high professional standards within a team.
• Strong interpersonal skills and the ability to engage confidently with staff at all levels.
• Experience in driving change and improvement, ideally including the integration of new technology or digital tools (e.g. AI-assisted workflows, scheduling systems).
• Proficiency in Microsoft Office and familiarity with CRM or call management systems.

Desirable

• Experience within the compliance, property, or housing sectors.
• Understanding of scheduling or appointment-based workflows.
• Experience in office coordination or administrative management.
• An interest in employee engagement and building positive workplace culture.

Job Types: Full-time, Permanent

Pay: £33,000.00-£36,000.00 per year

Benefits:

• Company pension
• On-site gym
• On-site parking

Experience:

• customer engagement: 3 years (preferred)

Work Location: In person