Client Relationship Manager (Fixed term contract)

Job Responsibilities:

• Build and maintain strong relationships with key clients within the Aviation division, acting as the primary point of contact for all service-related matters.
• Liaise closely with internal stakeholders, including Head of Operations, Engineering, and wider support functions, to ensure seamless service delivery and communications.
• Coordinate and lead regular operational calls with clients, ensuring clear communication and ownership of actions.
• Monitor service performance against KPIs and SLAs, proactively identifying and resolving issues.
• Produce and deliver accurate, timely reports on performance, trends, and continuous improvement opportunities.
• Support contract mobilisation and new launches, ensuring a smooth and effective onboarding process.
• Contribute to contract growth by identifying opportunities to enhance services and deliver added value to clients.
• Manage and respond to customer queries in a professional and timely manner, ensuring high levels of satisfaction.
• Oversee new mobilisations, working cross-functionally to ensure successful implementation.
• Manage issues relating to stock, suppliers, and third parties, ensuring minimal disruption to service delivery.
• Support escalation management, resolving challenges quickly and effectively while maintaining strong client relationships.
• Drive continuous improvement initiatives to enhance service quality and operational efficiency linking to our 'Retain, Grow, Gain' sales strategy, so having a commercial and growth mindset is important to this role.
• Willingness to learn and be operationally involved and integrated with teams/service delivery.
• Flexibility to travel to operational sites and to meet stakeholders and suppliers as required.
• Client focused and able to communicate effectively and translate requirements to operations in response to customer queries, to control and manage the success of queries so all required parties can help implement with change delivery.
• Ability to influence, lead and direct on decisions.
• Open to working with a wide range of internal stakeholders in a large business, and prepared to manage bottlenecks.
• Be able to be self-sufficient and manage own time effectively and efficiently, so good time management is important.
• Strong organisation skills and ideally the candidate will hold previous experience with project and time tracking tools.
• Confident at using Microsoft Excel, PowerPoint and Word for presenting information clearly and professionally.

Company Information:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Benefits:

• Career progression within a growing company.
• Immediate access to 'Opportunity' our internal Learning and Development platform.
• Training and upskilling available.
• HAPI App discounts and vouchers.
• Refer a friend scheme with up to £500 of rewards.
• Access to 'CHROMA', our internal colleague-led diversity and inclusion community - join a committee or take part in our events.
• Access to internal Mental Health First Aiders.
• Access to 'Stream' giving you the ability to track your wages in real time and access 30% of your earned pay instantly.