Client Relationship Manager

Job description

MMP Consultancy is seeking an experienced Client Relationship Manager for a permanent opportunity with a private fire safety and compliance consultancy. This position offers a salary of £38,000 - £40,000 and operates on a hybrid basis, with approximately 60% office-based working and 40% home working.

This is an excellent opportunity for a customer-focused professional to manage key client accounts within a fire safety compliance environment. Working closely with operational, technical and compliance teams, you will be responsible for ensuring assessment programmes run smoothly from scheduling through to report delivery, maintaining strong client relationships whilst monitoring performance against contractual targets and service standards.

Responsibilities:

• Act as the primary point of contact for a portfolio of clients, building and maintaining positive long-term relationships.
• Provide regular programme updates and ensure clients remain informed on project progress and service delivery.
• Attend client meetings, performance reviews and planning sessions both remotely and in person.
• Develop a strong understanding of contractual requirements, programme objectives and client expectations.
• Work closely with scheduling, technical and compliance teams to ensure service commitments are delivered effectively.
• Coordinate assessment bookings, site access arrangements and appointment scheduling.
• Monitor programme delivery and track site visits to ensure works are completed within agreed timeframes.
• Review reports prior to issue, ensuring quality checks, audits and approval procedures have been completed.
• Identify missing information or inconsistencies and liaise with technical teams to resolve issues promptly.
• Ensure reports and action plans are issued accurately and within agreed service level targets.
• Maintain programme trackers, client records and internal management systems.
• Monitor KPIs, SLAs and service performance, escalating delivery risks and potential delays where required.
• Manage client enquiries, complaints and service concerns in a professional and timely manner.
• Work collaboratively with technical teams, assessors and subcontractors to support effective programme delivery.
• Assist with resource planning by identifying access issues, programme constraints and capacity pressures.
• Produce work-in-progress updates and performance information for management reporting purposes.
• Ensure invoicing is completed accurately and within month-end deadlines.
• Liaise with operational and finance teams to investigate and resolve billing discrepancies.
• Maintain accurate records and ensure company systems are consistently updated.
• Identify opportunities for additional services, programme extensions and contract renewals.
• Support continuous improvement initiatives and contribute to enhancing the overall client experience.
• Maintain up-to-date knowledge of company services, industry requirements and best practice through ongoing training and professional development.

Requirements:

• Previous experience in Client Relationship Management, Account Management, Project Coordination or a similar customer-facing role.
• Strong background managing client relationships within a service delivery environment.
• Excellent verbal and written communication skills with the ability to build credibility and trust with stakeholders.
• Experience leading client meetings, service reviews and performance discussions.
• Strong customer service skills with experience resolving client concerns and complaints.
• Proven ability to manage multiple projects, programmes or accounts simultaneously.
• Excellent organisational and time management skills with the ability to prioritise competing deadlines.
• Strong attention to detail when reviewing reports, programme data and invoicing information.
• Commercial awareness and an understanding of contract performance and client retention.
• Ability to identify operational risks and take proactive action to minimise service disruption.
• Proficiency in Microsoft Outlook, Excel, Word and Teams.
• Experience using CRM systems, work management platforms or programme tracking software.
• Knowledge of KPI monitoring, performance reporting and service level agreements.
• Ability to work effectively across operational, technical and finance departments.
• Experience within fire safety, compliance, property services, building safety or another regulated industry would be advantageous.
• Familiarity with fire risk assessments, fire door inspections or compliance-based services would be beneficial.
• Understanding of programme scheduling, workforce planning and contractor coordination would be desirable.
• Experience supporting account growth, contract renewals or additional service opportunities would be advantageous.
• Professional, proactive and client-focused approach with strong problem-solving capabilities.
• Commitment to delivering high standards of customer service, accuracy and operational performance.

Reference 225781320