Client Services Support Manager - Facilities Management

Key Responsibilities Include
(but not limited to):

Operational Support & Governance
• Oversee the day-to-day Contract Administration and Helpdesk operations supporting the maintenance side of the business.
• Support the delivery of an integrated, responsive, and effective service across multiple regional offices.
• Work in partnership with the Technical Services Support Manager to ensure alignment between operational support functions.
• Monitor & update operational workflows and ensure jobs progress efficiently through the business lifecycle.
• Support Contract Managers and Relationship Managers in progressing open jobs, resolving workflow bottlenecks, identifying and coordinating required actions.
• Manage and coordinate aged WIP reviews and open order governance processes.
• Support improved invoice readiness and operational cashflow through effective job progression monitoring.
• Ensure SLA performance is effectively monitored, reported, and escalated where required.
• Assist with the mobilisation and implementation of newly awarded contracts.
• Coordinate mobilisation administration activities including CAFM setup, workflow implementation, reporting templates, and process documentation.
• Ensure CAFM systems are maintained accurately and support operational delivery requirements.
• Conduct quality audits across administration and helpdesk functions to ensure consistency and compliance with company procedures.
• Support the management of out of hours callout escalations by assisting the On-Call Escalation Manager with client communication, job coordination, escalation tracking, and ensuring timely resolution of urgent service issues.
• Support compliance with ISO 9001, 14001 & 45001 management systems, ensuring operational processes, records and procedures are maintained in line with company standards and audit requirements.

Client Reporting & Performance
• Generate, coordinate, and quality check monthly/quarterly client reports across all supported contracts.
• Produce operational KPI dashboards, SLA reports, WIP reports, and performance packs for internal and external stakeholders.
• Support the Head of Client Services with analysing contract performance, operational trends, service delivery metrics, and client data.
• Assist operational teams in identifying performance improvement opportunities and service risks.
• Support operational governance meetings through accurate reporting and action tracking.
• Identify opportunities for operational efficiency, process improvement, and profitable organic growth.
• Promote a positive customer experience by ensuring customer praise, compliments, and positive feedback are accurately recorded, shared, and recognised across the business in collaboration with the SHEQ team.
• Support the investigation and resolution of customer complaints, ensuring actions, lessons learned, and service improvements are effectively documented and communicated.
• Work collaboratively with operational teams and SHEQ to identify trends, improve service quality, and support continuous improvement initiatives.

Client & Meeting Support
• Attend customer meetings where required alongside operational and client services teams.
• Prepare meeting agendas, record accurate meeting minutes, and circulate actions to relevant stakeholders.
• Track and monitor actions arising from client meetings to ensure completion.
• Support the consistency and professionalism of client-facing documentation and communications.
• Support customers with the effective use of the CAFM client portal, including user guidance, training support, resolving portal queries, and working with internal IT teams to improve functionality and user experience.
• Act as a point of support for resolving customer queries, concerns, and service-related issues, escalating to the relevant Account Manager where required.
• Build and maintain positive working relationships with both internal stakeholders and clients.
• Assist with client portal support, reporting queries, and coordination with IT teams regarding portal enhancements and developments.

Financial & Commercial Support
• Work closely with the Commercial Team and Sales Ledger Team to ensure client applications, invoices, and supporting documentation are accurate, complete, and submitted within required timescales.
• Support the resolution of invoicing, application, and financial queries to minimise delays and improve cash collection performance.
• Assist Account Managers and operational teams with WIP stewardship, workflow progression, and invoice readiness.
• Support the tracking of overdue quotations, applications, job statuses, and financial actions required for contract progression.
• Assist with operational reporting and forecasting activities through accurate administration and data management.
• Identify trends or process issues impacting operational performance, invoicing accuracy, and profitability.

Team Leadership & Development
• Provide line management, leadership, and support to Contract Administration Supervisors.
• Support the development of Contract Administration and Helpdesk teams through coaching, training, and performance management.
• Oversee recruitment activities for administration and helpdesk staff in conjunction with the HR team.
• Update and maintain training material, standard operating procedures, workflow processes, and guidance documentation.
• Promote best practice sharing and consistency across regional support teams.
• Support a positive, collaborative, and high-performing team culture across all offices.

Process Improvement & Systems
• Work closely with the Back Office Manager to identify opportunities to improve processes, workflows, and operational efficiencies through technology and automation.
• Support the ongoing development and optimisation of CAFM systems and associated reporting tools.
• Standardise administrative and reporting processes across contracts and regional offices.
• Support implementation of continuous improvement initiatives across client support operations.
• Work collaboratively with operational, technical, finance, and IT teams to improve business processes and service delivery standards.
• Provide additional operational support across wider client services functions as required.
• Support wider business initiatives and projects as directed by senior management.

Minimum Requirements / Qualifications:

Essential
• Experience within Facilities Management, Maintenance Services, or Service Delivery environments.
• Experience managing administration, helpdesk, or operational support teams.
• Strong understanding of contract administration processes and CAFM systems.
• Experience producing operational reports, KPI packs, and performance analysis.
• Strong organisational and workload management skills.
• Experience coordinating multiple stakeholders and regional teams.
• Strong communication and relationship-building skills.
• Excellent IT and systems capability.
• Ability to drive process improvement and operational efficiencies.
• Commercial awareness with understanding of invoicing, WIP management, and service delivery performance.
Desirable
• Experience supporting mobilisation of FM contracts.
• Knowledge of SLA management and WIP governance.
• Experience within multi-site FM operations.
• Understanding of workflow automation and systems integration.
• Experience working with client reporting portals and CAFM reporting tools.

Personal Attributes
• Highly organised and detail-oriented
• Collaborative and supportive leadership style
• Strong problem-solving and decision-making ability
• Commercially aware with strong operational focus
• Proactive and improvement-driven
• Professional and confident communicator
• Able to manage multiple priorities effectively
• Positive and flexible approach to supporting operational teams

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