Relationship Manager

HEY Service Group is a leader in providing comprehensive cleaning, sealing, and maintenance solutions tailored to the needs of commercial and industrial clients. With a focus on safety, innovation, and excellence, the company offers specialised services through its three divisions: Cleaning, Sealing, and Maintenance. Key services include kitchen extract, ventilation, and high-level cleaning, as well as innovative sealing solutions for hard surfaces. The Maintenance Division ensures safety and compliance through expert testing of fire dampers, local exhaust ventilation systems, and indoor air quality. HEY Service Group is dedicated to delivering exceptional results and creating healthier, safer spaces for clients.

This is a full-time role for a Relationship Manager within an easily commutable location to London. The Relationship Manager will be responsible for managing client relationships, identifying new business opportunities, ensuring high levels of customer satisfaction, and addressing client needs. Daily responsibilities include maintaining communication with clients, preparing reports, coordinating with internal teams to meet client requirements, and assisting in the development and execution of customer service strategies. The role requires working closely with different divisions to enhance service delivery.

What Hey Service Group can offer you:

• A competitive salary (dependant on experience), with performance-based bonuses
• A vehicle allowance, laptop and mobile phone
• Opportunity to work with well-known hospitality and private sector brands
• Supportive, entrepreneurial team environment
• A career with structured training to support in development and career progression
• A safety-first culture

Location for the role: The role is in London and surrounding areas. The candidate will live within 50 miles of London. Targeted accounts that are within the hospitality sector & private sector.

Job Purpose: At Hey Service Group, we’re looking for a commercially minded, people-focused Relationship Manager to manage and grow key client accounts across the hospitality and private sectors. This is not just account management - it’s about building long-term partnerships, spotting opportunities, and becoming a trusted advisor to our clients.

Key Responsibilities and Accountabilities:

• Relationship Management: Responsibility for clients, including profitability, delivery, compliance, and retention. Build and maintain strong relationships with restaurant groups, hotel brands, and private sector clients. Act as the primary point of contact, ensuring excellent service delivery and client satisfaction. Lead regular client meetings, reviews, and strategic planning sessions. The role will be 60% account management and 40% sales time. Monitor account performance, KPIs, and client feedback to drive continuous improvement. Complaints handling and resolving issues proactively and professionally. Work closely with operations teams to ensure seamless service execution. Carry out internal audits to ensure contracts are being operated in accordance with client requirements. Timely contract renewals.
• Upselling: Production of job costing and quotation to clients as required. Identify growth opportunities within existing accounts and drive upselling/cross-selling. Provide quotations to existing clients for new and additional opportunities. Presentation of new products and services to existing clients. Training for clients.
• Liaison with clients: Serve as an interface between the client and Hey Service Group. Attend contract review meetings as required. Build effective working relationships with clients generating additional workloads wherever possible. Dealing with client requests. Communicating client agendas and requirements to other members of staff. Ensures that image and standards are always maintained.
• Communication: Communicates constructively and actively seeks information. Keep Commercial Director up to date with current prospects and orders secured. Build good working relationships with both colleagues and clients. Deliver high quality sales appointments. Production of accurate quotations in line with LCA. Acting as main point of contact for their contracts for the communication and education of the rest of Hey Service Group for the clients' requirements and requests.
• Commercial: Timely process of cash management from quote to invoice. Minimising debt greater than 30 days. Reporting of sales and other applicable figures. Creating and liaising with clients to drive performance in Hey Service Group. Review processes to drive efficiencies within Hey Service. Ensuring end to end workflow continues in a regulated way to improve performance. Responsible for delivery of cross sales and retention target.
• Safety: Ensure the method statements and risk assessments are prepared and compliant where required. Wear protective items of clothing and use appropriate safety equipment when on site. Always ensures own and colleagues’ safety. Takes responsibility and control of demanding situations. Monitor, promote and communicate Hey Service Group standards and behavioural culture to colleagues and team members. Identify and escalate any hazards, near misses in line with the Company’s reporting procedures.

What we need from you: Proven experience in account management, relationship management, or client services. Background in hospitality, facilities management, or B2B services is highly desirable. Excellent communication, negotiation, and stakeholder management skills. Strong commercial awareness and ability to spot growth opportunities. Highly organised with the ability to manage multiple accounts. Self-motivated, proactive, and results-driven.

Skills/Personal Requirements: Confident IT user, Word, Excel, and Outlook. Willingness to travel. Full driving licence. Strong presentation and negotiation skills.