At a Glance
- Tasks: Manage client relationships and ensure top-notch service delivery.
- Company: Join Mitie, a leading service provider with a focus on innovation.
- Benefits: Competitive salary, employee rewards, and opportunities for professional growth.
- Other info: Dynamic role with a chance to make a real impact in a supportive team.
- Why this job: Be the face of Mitie, driving client satisfaction and operational excellence.
- Qualifications: Strong communication skills and experience in client management.
The predicted salary is between 34000 - 38000 £ per year.
- Client Liaison Manager
- Based in Mitie T2 Birmingham Office
- Job objectives and responsibilities
- To ensure that key contracts are run safely and efficiently and to required standard.
- Ensure service is delivered in line with contractual SLA's and KPI's and challenge improvements.
- Maximise profitability and revenue opportunities within the account.
- Ensure client satisfaction is maintained and performance excels expectations.
- Present Mitie reporting at appropriate frequencies as agreed with contract lead and inspire improvements from the team.
Main duties
- Deliver management information reporting to key clients on a daily, weekly, monthly and adhoc frequency
- Attend client meetings to the agreed frequencies and build relationships with all key stakeholders.
- Respond to client feedback and additional requests within a timely manner and record all data.
- Ensure any client complaints are dealt with and resolved swiftly.
- Monitor cleaning attendance performance, ensuring performance is within the KPI.
- Ensure monthly invoicing is completed accurately, with all adhoc and varitations captured in a timely manner to maximise revenue.
- Roll out national account initatives with the regional teams and attend monthly retail meetings to ensure key messages are cascaded.
- Lisase with other service lines in provision of service including MSC, Landscaping, Pest Control, Waste
- Manage external suppliers to meet the contractual KPI's of the service contract i. e. windows.
- Ensure monthly & quarterly audits as defined by the contract are completed and on time.
- Review failed audit scores, with performance improvement plans to resolution.
- Review and track equipment maintenance via the supplier and include data in management information packs.
- Track all budget streams versus spend and implement corrective actions as required via the regional teams to maximise profitability.
- Ensure cost control documents are kept up to date with variations to the contract.
- Review contract vacancies and ensure plans in place for recruitment and retention.
- Ensure new location openings are mobilised effectively within the agreed timeframe, including ordering equipment and materials.
- Review and bring forward new innovations to maximise service delivery and improve profitbabilty.
- Share industry news and best practice with the client, including Mitie developments and initiatives.
- Build relationships with Service Support Managers and Regional Operations Managers to deliver the cleaning service.
- Achieve customer satsisfaction demonstrated through NPS survey engagement results.
- Brand ambassador for Mitie promoting employee benefits and enhancing engagement, supported through the Mitie Star reward scheme.
- Manage own time effectively to complete all given duties within role.
Person Specification
- Confident in service delivery remotely and client facing
- Ability to negotiate on deadlines and with clients for problem resolution
- Practical and well organised with a clear demonstrable ability to multi task and prioritise workload based on priority
- Excellent customer liaison skills
- Excellent interpersonal skills to liaise with both client and internal stakeholders
- Ability to engage and persuade others in solving problems
- Approachable and friendly
- Excellent report presentation skills including competent use of word and excel to high standard
- #J-18808-Ljbffr
Client Liaison Manager employer: Mitie Group plc.
Mitie Group plc. is an excellent employer that values its team members by providing a supportive work environment in Tutnalls, where collaboration and reliability are key. With flexible part-time hours, employees can enjoy a healthy work-life balance while benefiting from opportunities for personal growth and development within the company. Join us to be part of a dedicated team that prioritises safety, cleanliness, and exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land Client Liaison Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mitie Group plc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mitie Group plc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Liaison Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mitie Group plc.:Your cover letter is your chance to shine! Tell us why you want to work at Mitie Group plc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mitie Group plc.!
How to prepare for a job interview at Mitie Group plc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
