Client Operations Manager

Location: Holborn, WC1V - (regular travel across London)

Salary: £38,000 - £40,000 per annum

Reports to: Head of Dual Management

Department: Dual Management

Role Overview

Abbatt Property Recruitment are on the lookout for an experienced Client Operations Manager / Area Manager to oversee client relationships and lead onsite teams across multiple locations. This role demands strong leadership skills and a proven track record in managing operations, preferably within hospitality, facilities management, or area/regional management environments. The successful candidate will be responsible for ensuring exceptional client satisfaction and managing employee welfare and performance.

Key Responsibilities

• Client & Account Management
  • Build and maintain strong, long-term relationships with clients to ensure satisfaction and business retention.
  • Prepare for and attend client service review meetings; provide KPI data and service reports as requested.
  • Respond promptly to client queries and resolve service issues efficiently, escalating when necessary.
  • Promote and represent the company at networking and client events.
• Operations & Team Leadership
  • Lead and manage onsite teams, ensuring employee wellbeing, development, and high performance.
  • Conduct regular site visits (day and night shifts) to monitor staff welfare and operational standards.
  • Support induction, training, probation reviews, and performance appraisals.
  • Manage rotas and workforce scheduling, ensuring adequate staffing levels and shift coverage.
  • Oversee holiday and leave management, ensuring compliance with entitlements and operational needs.
• Human Resources & Compliance
  • Collaborate with HR on disciplinary procedures, grievances, TUPE transfers, redundancies, and restructures.
  • Conduct investigations into staff misconduct and support employee relations activities.
  • Ensure operational compliance with internal policies, industry regulations, and client requirements.
• Recruitment & Onboarding
  • Partner with the Recruitment team to advertise roles, shortlist candidates, and participate in interviews.
  • Lead onboarding processes, including new site integration and TUPE transfers.
  • Manage leavers and coordinate replacements to maintain seamless service delivery.
• Payroll, Budgeting & Reporting
  • Prepare and verify monthly payroll data and invoicing templates, adhering to deadlines and accuracy standards.
  • Monitor staffing budgets, communicate changes, and work with Senior Account Managers to manage financial implications.
  • Produce reports to track operational performance and identify areas for improvement.

What we are looking for:

• Proven multi-site people management experience, ideally within hospitality, area/regional management, or similar sectors.
• Strong leadership and people management skills with the ability to motivate and develop teams.
• Comfortable working independently and managing your own schedule.
• Excellent communication and interpersonal skills, capable of managing client and staff relationships effectively.
• Some understanding of HR processes, employee relations, or Health & Safety is helpful (but we'll train you!).
• Proficiency with workforce scheduling tools and payroll systems. Experience with Workforce Software is an advantage.
• Strong organisational skills with the ability to manage multiple priorities and work under pressure.
• A proactive, solution-focused approach with a commitment to continuous improvement.
• Flexibility to conduct site visits including outside normal office hours.

What We Offer

• A supportive, collaborative working environment.
• 25 days annual leave + birthdays off + bank holidays.
• Private healthcare & EAP.
• Flexible working hours (7.5-hour days, flexible between 8:30am - 6pm).
• Season ticket loan.
• Gym membership contributions.
• Regular social events, monthly team drinks, and company parties.
• A genuinely warm and supportive team culture.
• The chance to lead impactful operational and client management initiatives.

To apply: Please submit your CV to the role and Niamh will reach out to discuss this in more detail.