Relationship Manager

FULL TIME – 40 HOURS
Salary: Competitive (Subject to knowledge and experience) Location: Hampshire, Surrey & Surrounding Regions Reporting to: Account Manager

About Corrigenda Ltd
Corrigenda is a trusted provider of facilities management and building maintenance services across the South of England. With a strong reputation for reliability, quality, and personal service, we’ve proudly supported public and private sector clients for over two decades.

Job Summary
As a Relationship Manager, you will play a pivotal role in managing and enhancing client relationships within your portfolio. Your role will involve direct client interaction, effective communication with stakeholders, and ensuring that all contractual obligations are met efficiently.

Key Responsibilities (but not limited to)

• Site Oversight: Attend sites for larger or more complex works, liaising with subcontractors, Technical Service Managers (TSM), Technical Service Specialists (TSS), and project teams. Escalate issues as needed.
• Job Progression: Monitor and ensure that all jobs are progressing in a timely manner by regularly reviewing Open Orders reports.
• Contract Administration: Collaborate with contract administrators to review and resolve jobs on hold. Work with subcontractors, TSMs, and clients to advance these jobs.
• Service Level Agreements (SLAs): Work with contract administrators on SLAs, including attendance times. Liaise with clients to discuss and amend SLAs as required.
• Client Complaints: Assist in investigating client complaints and implementing improvements based on lessons learned.
• Work Generation: Identify and create opportunities for additional work, enhancing service offerings.
• Internal Coordination: Coordinate with internal departments to resolve client issues efficiently.
• Client Meetings: Attend client meetings as scheduled, ensuring that not all account managers, relationship managers, and client managers attend the same meetings together.
• Client Communication: Maintain proactive and regular communication with clients to keep them informed and engaged.
• Out of Hours Callouts: Act as the first escalation point for client out of hours callouts.
• Client Portal Support: Assist clients with client portal training and queries and collaborate with the IT team on portal developments.

Knowledge, Experience and Skills

• Essential:
  • Proven experience in facilities management, focusing on hard service delivery and customer satisfaction.
  • Strong commercial and financial understanding of Planned and Reactive Service Contracts.
  • Excellent people management skills and leadership capabilities.
  • Proficiency in quality assurance systems.
  • Demonstrated ability to deliver high levels of customer satisfaction.
  • IT skills, including proficiency in Microsoft Office packages.
  • Full driving licence.
  • Ability to pass DBS background checks.
• Desirable:
  • Experience in a similar role.
  • Technical Experience Desired.
  • Knowledge of cost reimbursement and open book contracts.
  • Understanding of Systems Thinking and the Vanguard methodology.
  • Experience with CAFM packages, especially Planon.
• Skills and Attributes:
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving abilities and a proactive approach.
  • Ability to manage multiple priorities and meet deadlines.
  • High attention to detail and commitment to maintaining standards.

Package

• Competitive Salary
• Annual Salary Review
• 23 days holiday plus bank holidays
• Company Vehicle + Fuel Card
• Extensive Learning & Development opportunities, including opportunities for progression.
• Employee Assistance Programme – offering guidance and advice on personal, health, legal and financial queries.
• Bupa Cashplan – benefits covered include dental, optical, physiotherapy and a health & wellbeing.
• Enrolment into our pension scheme
• Refer a friend reward scheme – worth £750 per referral

Corrigenda are proud to be an equal opportunities employer. We are committed to equal and fair treatment for all colleagues or potential colleagues irrespective of race, sexual orientation, nationality, ethnic origins, religion or belief, disability, age, gender, marital or family status.