Head of Client Services

Key Responsibilities Include
(but not limited to):

Operational
• Maintain high levels of client engagement and satisfaction across all FM service lines (soft & hard).
• Oversee Account Managers for both key and general accounts, ensuring consistency and efficiency.
• Collaborate with Technical, Compliance, and IT teams to support performance
targets, technological improvements (e.g., API development), safe service delivery and regulatory compliance.
• Review and improve operational processes, job completion rates, and contract performance.
• Ensure full understanding and application of all client contract terms.• Liaise with Business Development and Commercial Teams to support new bids, contract variations, renewals, and the mobilisation of new contracts.

People
• Lead, coach, and develop the Account Management team, setting clear goals and fostering high morale.
• Conduct regular 1:1s and performance reviews to support team development.
• Manage HR processes including absence, holiday approvals, ER issues, recruitment and onboarding in collaboration with HR.
• Provide support to Contract Managers and Relationship Managers when required.
• Promote a professional client-facing culture and uphold company values at all levels.
• Lead client-facing meetings as appropriate, ensuring appropriate representation from AM, RM, and CM levels.

Financial / Commercial
• Take full responsibility for P&L performance of all client contracts (approx. £24 m+).
• Prepare and monitor budget forecasts, monthly financial reporting, and profitability reviews.
• Ensure accurate client applications, invoices, and financial reports are submitted on time.
• Resolve internal financial queries and support sales ledger functions including credit note approval, WIP stewardship, and aged debt management.
• Authorise RPI increases and FOC works with appropriate documentation.
• Work closely with clients on financial planning and annual forecasts.

H&S and Quality
• Provide visible health & safety leadership across all sites and client operations. Ensure that RAMS are produced, reviewed, and suitable for all works. Attend internal and external health & safety meetings.
• Support compliance audits and accreditation processes.
• Oversee documentation of client complaints, lessons learned, and SHEQ feedback.
• Lead investigations and implement changes to improve service safety and quality.

Person Profile
• Proven leadership experience within Facilities Management or client-focused services.
• Excellent written and verbal communication skills.
• Strong financial and commercial awareness, particularly around FM contract structures.
• Demonstrable record of maintaining and developing client relationships.                                • Highly organised with the ability to manage multiple priorities and deadlines.
• Professional, diplomatic, and confident when dealing with senior clients and stakeholders.
• Positive, can-do attitude with a focus on driving continuous improvement.
• Capable of leading by example and fostering a high-performance team culture.
• Strong understanding of HR processes and operational compliance requirements.
• Financially literate with a sound grasp of budgeting and forecasting.
• IT literate, including familiarity with FM software and reporting systems.
• Full driving licence and willingness to travel.
• Must be able to pass enhanced DBS checks for working in educational environment

Minimum Requirements / Qualifications:

Person Profile
• Proven leadership experience within Facilities Management or client-focused services.
• Excellent written and verbal communication skills.
• Strong financial and commercial awareness, particularly around FM contract structures.
• Demonstrable record of maintaining and developing client relationships.        • Highly organised with the ability to manage multiple priorities and deadlines.
• Professional, diplomatic, and confident when dealing with senior clients and stakeholders.
• Positive, can-do attitude with a focus on driving continuous improvement.
• Capable of leading by example and fostering a high-performance team culture.
• Strong understanding of HR processes and operational compliance requirements.
• Financially literate with a sound grasp of budgeting and forecasting.
• IT literate, including familiarity with FM software and reporting systems.
• Full driving licence and willingness to travel.
• Must be able to pass enhanced DBS checks for working in educational environment

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