Job Information

Job Description

Client Relationship Manager

At Bellrock, we harness technology to give our customers an experience that not only leaves them with advanced building systems. But with peace of mind. And we unlock that by being technology-led, but people-driven. So when you’re part of Bellrock, you’ll get everything you need to be your best at work - because our people are the heart of our business. And we’re all about helping them to shine.

Responsible for managing the service delivery for a defined area and activities on a national multi-site account in the hospitality sector. Managing a team of dedicated technicians to deliver proactive and reactive tasks, whilst providing excellent quality and service. 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.

How will you be the change?

We believe every role is essential to providing that peace of mind for our customers - whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how deliver value for our customers, and building systems that lead the way

And as a Client Relationship Manager with Bellrock, you’ll do it by…

Ensure that all contractual obligations are met within the defined area and/or activities assigned. This includes supporting the Operations Manager and wider account.
Management of your team to achieve all KPIs and their wider objectives and address all instances of under-performance.
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 escalate any performance issues to the dedicated supplier relationship team
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.
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 your line manager, and which are consistent with the postholders knowledge and skills necessary for the satisfactory completion of business need.

What does it take?

If you’re ready to be the energy that helps us build our business, share our success, and really own it as a Client Relationship Manager, you’ll need…

IT literate – intermediate level in use of Excel – including data manipulation
IOSH Managing Safely
Facilities Management (FM) qualification/working towards an FM qualification
Managing a remote team
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

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 from home and travel to site when needed. Working hours are 37.5 hours per week, Monday to Friday, 8.30a,m to 5pm.

What can we offer you?

Upon joining Bellrock, you can expect a comprehensive benefits package including:

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

Helping you to shine

We’ve always encouraged new and different perspectives - and that also means making ours a workplace that encourages diverse and unique voices. Where everyone feels welcome, included, and supported to be themselves and achieve more.

So, if you join us, you’ll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working, and support for your wellbeing. As well as benefits that can make a difference to your life.

Ready to start shining?

Our people are our passion, so we’re all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you’re ready to start your career journey with Bellrock, we’re ready to welcome you. It’s a great place to be - the light, the energy, the solution. You.

Apply today.