Client Relationship Manager in Loughborough

Bellrock is the trusted challenger in UK property services. Driven by insights, powered by technology, and delivered by talented people, we are redefining how real estate is managed. Since 2003, our people-first and technology-led approach has helped organisations across the UK transform their estates into high-performance, sustainable environments. Through our integrated service model—spanning Technologies, Consulting, Critical Engineering & Jordon, and Intelligent Asset Care—we deliver compliance, quality, and operational excellence while reducing cost and carbon impact.

Responsible for managing the service delivery for a defined area and/or activities on a national, multi-site (circa 1500 sites) Account in the Retail and Leisure Sector. 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.

As a Client Relationship Manager with Bellrock, you’ll do it by:

• Developing strong relationships with all internal and external stakeholders and providing timely responses to requests for help and support.
• Monitoring and driving timely closure of all PPM, Reactive, Quoted and Remedial Works within your portfolio.
• Monitoring and liaising with suppliers to ensure the effective day-to-day delivery of the service and identifying and escalating any performance issues to the dedicated Supply Chain Manager.
• Monitoring the overall regional performance (outputs), maintaining a regular dialogue with key stakeholders in the client’s business.
• Ensuring 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.
• Measuring and monitoring satisfaction across your portfolio and providing detailed reporting and analysis on satisfaction trends together with improvement plans as necessary.
• Being the main point of escalation for the client and wider team as required.
• Providing coaching and supporting the development of Account Coordinators.
• Promoting a positive Health and Safety culture ensuring any issues and areas of concern are escalated to the Account Director and addressed.
• Embracing learning and personal development opportunities.
• Promoting the ‘Bellrock’ culture within the business.
• Undertaking any other duties that may be reasonably assigned by the Line Manager and which are consistent with the postholder's knowledge and skills necessary for the satisfactory completion of business needs.

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.
• 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 on a daily basis.
• Data management, analysis and reporting.
• Adherence to processes and procedures.

Desirable:

• Facilities Management (FM) qualification / working towards an FM qualification.

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 between your home address and various sites including Head Office Leicester LE1 6LP Monday to Friday 08:30-17:00.

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.
• 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.