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FM Client Experience Manager

Apply2020-02-27 10:32:272020-10-18Eden Brown Built Environment

FM Client Experience Manager

Date posted: February 27, 2020
£0.00 - £50000.00 per annum
West Midlands, England
Job description

Client Experience Manager (FM) - Built Environment - Birmingham

Salary £45,000 - £55,000

Eden Brown are working alongside a global FM provider, assisting them with recruiting a Client Experience Manager, delivering exceptional service to a prestigious account based in Birmingham. Providing daily leadership, management and development of the agreed contract. Ensuring financial and operational commitments are met and exceeded across your building. This role reports into a Regional Facilities Manager.


  • To ensure that the hosts are fulfilling their 'floor manager/ambassador' responsibilities; ensuring that internal meeting rooms, printing bays, kitchen & client/colleague areas, bathrooms are fully functioning, clean, tidy and well cared for - consistently across the building. Thereby enabling building users to focus on their core business
  • To ensure there is a pleasant and positive working environment for the business users with hosts who are available and accessible within the building
  • To build relationships with senior clients - staying close to their work-related needs and to arrange meetings as required to showcase new / innovative service improvements.
  • To be proactively visible in all areas of the building (client and colleague space)
  • To communicate effectively and appropriately - using verbal and written channels in both proactive and reactive instances with colleagues, clients the client experience team and all other stakeholders
  • Working with other managers on the account and within your Business Unit to ensure collaborative development of the business, effective team working, and best practice ensuring national consistency
  • Ensure appropriate contract review, audit and control systems to ensure statutory, policy and contractual commitments are met
  • Ensuring a customer focus within all areas of operational activities, and that effective relationships are maintained with customer contacts and CFU's
  • Builds a robust succession plan for the region, using management development programmes and local development activities to ensure ready and able candidates are available at all times
  • Provision of leadership guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment and recognition/reward.

Experience Required

  • Previous facilities management experience, ideally in a customer experience role with events/hospitality experience
  • Excellent motivational and influencing skills, with high levels or personal integrity
  • Organised, able to prioritise and deliver within high pressure, business critical environments
  • Ability to balance strategic thinking with tactical delivery for client satisfaction
  • High degree and knowledge reference of Health and Safety legislation
  • Experienced client relationship manager
  • Ability to manage conflict and crisis situations effectively with diplomacy and sensitivity
  • Able to demonstrate an empowering and inspiring leadership style
  • Excellent communication and customer service skills with a high level of attention to detail
  • Ability to seek out opportunities for continuous improvement and portray vision, values and passion

In return, my client is offering a competitive package depending on your level of experience with benefits including paid/sick leave, pension contribution and car allowance.

For a confidential chat about the role, please contact Oliver Rushent on 02382023790 or forward a copy of your CV to

Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown Ltd is acting as an Employment Agency in relation to this vacancy.

Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown Ltd is acting as an Employment Agency in relation to this vacancy.

Reference: 267425OLR_1582799547

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