Client Relationship Manager in East Grinstead

In-Line Safety Ltd. is one of the UK’s leading health & safety consultancies providing fire risk assessments (FRAs), fire door inspections (FDIs) and other health and safety services for compliance. We predominantly work within the housing sector with local authorities and provide fire safety consultancy for schools and property management companies. Our mission is to exceed client expectations through personalised service and expertise in fire, health and safety.

Following a period of exceptional growth and major client wins across the UK and Northern Ireland, we’re seeking a Client Relationship Manager to join our expanding Operations team. We offer excellent career progression opportunities and have a strong track record of promoting internally.

As a Client Relationship Manager, you will manage your own client portfolio, delivering outstanding customer service and work as part of a growing Operations team. You will be pivotal in delivering our core values of In-Line Safety Ltd. You will continually identify opportunities to improve your clients’ experience and build positive relationships with new customers. You will be strategic and analytical when finding solutions to problems to ensure maximum client satisfaction.

To be successful in this position, you will possess excellent interpersonal and communication skills, an exceptional eye for detail, and the ability to project manage multiple clients and projects. As a minimum, you will be proficient in Microsoft applications, a team player with excellent leadership skills, but full training will be given.

Working as a Client Relationship Manager, you will work closely with the Operations Manager, our Operations Team members as well as other senior leaders to ensure we deliver professional and reliable reports, assessments and service.

• Serve as a primary point of contact for clients, once they have signed the contract, from the initial planning stages through the delivery of the FRAs / FDIs / other services.
• Maintain accurate records of client FRA programmes, using our in-house system CM2.
• Build and maintain trusting and profitable relationships with key clients.
• Attend both face-to-face and online meetings with your client base on a regular basis.
• Collaborate with internal teams, including Operations and Assessment teams, to deliver exceptional service to clients.
• Book appointments for site assessments and access.
• Ensure all site visits are undertaken by our technical staff within allocated timeframes, and the reports are delivered on time and with accurate information.
• Ensure all reports are audited and formatted before submitting to client.
• Ensure all invoicing is completed and correct by month end.
• Resolve customer enquiries and complaints quickly and efficiently.
• Expand the client’s portfolio by upselling and cross-selling.
• Continually broaden your product and services knowledge (we believe in training and offer continuous CPD opportunities).
• Maintain a positive attitude focused on client satisfaction.

• Take ownership of everything they do, are proactive and follow through on commitments.
• Are well-organised and detail-focused and display the ability to structure and prioritise their work.
• Have a UK work permit.
• Are quick learners and comfortable using new systems.
• Have some experience in client management, account management or customer success roles, but it’s not necessary.

Competitive salary plus company benefits. Please no recruitment agencies. Please apply via recruitment@inlinesafety.co.uk by sending a letter of application together with your CV detailing how you meet our criteria for the role. We are an inclusive organisation and are committed to act based on Equality, Diversity and Inclusion principles. Equal opportunities, non-discrimination and respect for human rights are basic principles contained in the In-Line Safety Code of Conduct that apply to all our employees.