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A Client Service/Customer Relationship Manager is required for a leading player in the commercial HVAC world – a business that works with a blue-chip client list across the UK (2,000+ sites) that they service from their six office locations.  Recent growth within the business has meant they are looking for someone who will be responsible for managing the service and maintenance contracts they have across central London, ensuring client service levels are maintained at a peak level and customer satisfaction is achieved (they have a 98% customer retention rate). 

You will manage a team of mobile engineers that are on client site delivering installations, remedial work, and maintenance – you will also manage the associated P&L keeping a keen eye on bottom-line figures and cost control. You will be adept at managing customer relationships ensuring contract renewals are consistent and remedial works are delivered in a timely manner with a high level of quality.  You will be a driven and perceptive Service Manager or Operations Manager who has a track record of people management, strong leadership, and a canny hand at managing P&L. 

The business is unusual in their industry in that they have built the company on an employee ownership model, where every single employee (over 140) contributes to the growth and evolution of the company and is rewarded accordingly. They empower every employee to be a key factor in the company’s success – striving for excellence and pursuing continuous improvement both internally and externally with their customers.

Client Service/Customer Relationship Manager Responsibilities/Skills required:

Strong track record in service management or operations management
Experience managing a team of engineers
Excellent planning and resource allocation skills
Knowledge of the HVAC industry would be beneficial, namely air conditioning, heating, cooling, wet systems and plant rooms
Exception customer service skills with an ability to manage a range of client conversations such as technical information, service/maintenance discussions, planning remedial works, and maintaining a high level of customer satisfaction
P&L management experience with a cost-control mindset
Salary and Benefits You’ll Receive as Client Service/Customer Relationship Manager:

Salary up to £60K (DOE)
Car allowance
Pension
Annual bonus scheme (based on team net profit, service levels etc)
Employee-owned trust profit sharing each year (after the first full year)
To apply for this role as Client Service/Customer Relationship Manager, please click apply online and upload an updated copy of your CV.

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