Client Relations Manager

Spy Alarms are a leading security company based in the South-East. It is an exciting time to join Spy Alarms who are experiencing impressive growth. We are already one of the largest privately-owned installers of fire detection and security systems in the Southeast. The Spy group now has 75,000 customers across London and the Southeast. Despite this, our staff continue to value the “family feel” culture that Spy has retained and enjoy working in a flexible, friendly, supportive team environment.

ROLE PURPOSE

Reporting to the Key Account Manager, the Client Relationship Manager is responsible for the day-to-day management of Platinum and Gold customer relationships.

The role acts as the primary point of contact for assigned customers, ensuring regular communication, proactive account management and timely resolution of issues. Client Relationship Managers work closely with operational teams, engineering teams and finance to ensure customers receive an exceptional experience whilst supporting retention and growth objectives.

The role provides an excellent development pathway into Key Account Management and wider leadership opportunities within the business.

MAIN RESPONSIBILITY

Client Relationship Managers ensure our most valuable customers never feel forgotten, ignored or forced to chase for updates.

They act as customer advocates, building trusted relationships, identifying risks early and coordinating internal teams to deliver positive customer outcomes.

Their role is to move customer conversations beyond reactive problem solving and towards long-term partnership, customer confidence and growth.

Areas of responsibility

• Act as primary contact for assigned Platinum and Gold customers
• Conduct regular customer review meetings and build relationships with customer stakeholders, maintaining regular communication and engagement
• Manage customer actions through to completion, ensuring customers receive proactive updates
• Monitor customer health scores and identify early warning signs of customer risk
• Escalate concerns to the Key Account Manager and support account recovery plans
• Ensure customer records remain accurate
• Support renewal planning and reduce customer churn
• Liaise with Service Desk Managers and Operational teams
• Track outstanding quotations, work orders and complaints
• Support debt management discussions where appropriate
• Ensure internal actions are completed on time
• Identify opportunities for additional services
• Highlight customer needs and growth opportunities

KEY PERFORMANCE MEASURES

• Revenue retained
• Growth opportunities identified
• Renewal support activity
• Recovery plan completion

EXPECTED BEHAVIOURS

• Relationship building
• Ownership
• Proactive communication
• Problem solving
• Accountability

BENEFITS

In return, you have the chance to work for a successful growing NSI gold and BAFE approved company with a great reputation and knowledge of CCTV, Access Control and Fire and Intruder Alarms.

• Competitive Salary AE
• Up to 25 days holiday plus bank holidays and attendance bonus of 1 day
• BUPA employee assistance program

Hours and other details about the job:

This is an office-based role with standard hours of 8.30am-5.00pm Monday – Friday and some flexibility to manage any task in hand.

One day working from home is available after probation.

NSSA Security Screening is required for this role.

Job Types: Full-time, Permanent

• Company events
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• On-site parking
• Referral programme
• Sick pay

Ability to commute/relocate:

• Orpington BR5 3RJ: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Customer Service Management: 2 years (required)