Client Liaison Manager
Based in Mitie T2 Birmingham Office
Salary £34,000 - £38,000 per annum
Job objectives and responsibilities
To ensure that key contracts are run safely and efficiently and to required standard.- Ensure service is delivered in line with contractual SLA's and KPI's and challenge improvements.
- Maximise profitability and revenue opportunities within the account.
- Ensure client satisfaction is maintained and performance excels expectations.
- Present Mitie reporting at appropriate frequencies as agreed with contract lead and inspire improvements from the team.
Main duties
Deliver management information reporting to key clients on a daily, weekly, monthly and adhoc frequency- Attend client meetings to the agreed frequencies and build relationships with all key stakeholders.
- Respond to client feedback and additional requests within a timely manner and record all data.
- Ensure any client complaints are dealt with and resolved swiftly.
- Monitor cleaning attendance performance, ensuring performance is within the KPI.
- Ensure monthly invoicing is completed accurately, with all adhoc and varitations captured in a timely manner to maximise revenue.
- Roll out national account initatives with the regional teams and attend monthly retail meetings to ensure key messages are cascaded.
- Lisase with other service lines in provision of service including MSC, Landscaping, Pest Control, Waste
- Manage external suppliers to meet the contractual KPI's of the service contract i.e. windows.
- Ensure monthly & quarterly audits as defined by the contract are completed and on time.
- Review failed audit scores, with performance improvement plans to resolution.
- Review and track equipment maintenance via the supplier and include data in management information packs.
- Track all budget streams versus spend and implement corrective actions as required via the regional teams to maximise profitability.
- Ensure cost control documents are kept up to date with variations to the contract.
- Review contract vacancies and ensure plans in place for recruitment and retention.
- Ensure new location openings are mobilised effectively within the agreed timeframe, including ordering equipment and materials.
- Review and bring forward new innovations to maximise service delivery and improve profitbabilty.
- Share industry news and best practice with the client, including Mitie developments and initiatives.
- Build relationships with Service Support Managers and Regional Operations Managers to deliver the cleaning service.
- Achieve customer satsisfaction demonstrated through NPS survey engagement results.
- Brand ambassador for Mitie promoting employee benefits and enhancing engagement, supported through the Mitie Star reward scheme.
- Manage own time effectively to complete all given duties within role.
Person Specification
Confident in service delivery remotely and client facing- Ability to negotiate on deadlines and with clients for problem resolution
- Practical and well organised with a clear demonstrable ability to multi task and prioritise workload based on priority
- Excellent customer liaison skills
- Excellent interpersonal skills to liaise with both client and internal stakeholders
- Ability to engage and persuade others in solving problems
- Approachable and friendly
- Excellent report presentation skills including competent use of word and excel to high standard
