Client Liaison Manager
| Company: | Mitie |
|---|---|
| Salary: | Not specified |
| Hours: | Full-time |
| Location: | B37 7ES |
| Job type: | Permanent |
| Posting date: | 20 Aug 2026 |
| Closing date: | 19 Sept 2026 |
Summary
Client Liaison Manager
Based in Mitie T2 Birmingham Office
Salary £34,000 - £38,000 per annum
Job objectives and responsibilities
• To ensure that key contracts are run safely and efficiently and to required standard.• Ensure service is delivered in line with contractual SLA's and KPI's and challenge improvements.• Maximise profitability and revenue opportunities within the account. • Ensure client satisfaction is maintained and performance excels expectations. • Present Mitie reporting at appropriate frequencies as agreed with contract lead and inspire improvements from the team.
Main duties
• Deliver management information reporting to key clients on a daily, weekly, monthly and adhoc frequency• Attend client meetings to the agreed frequencies and build relationships with all key stakeholders. • Respond to client feedback and additional requests within a timely manner and record all data. • Ensure any client complaints are dealt with and resolved swiftly. • Monitor cleaning attendance performance, ensuring performance is within the KPI. • Ensure monthly invoicing is completed accurately, with all adhoc and varitations captured in a timely manner to maximise revenue. • Roll out national account initatives with the regional teams and attend monthly retail meetings to ensure key messages are cascaded. • Lisase with other service lines in provision of service including MSC, Landscaping, Pest Control, Waste
• Manage external suppliers to meet the contractual KPI's of the service contract i.e. windows. • Ensure monthly & quarterly audits as defined by the contract are completed and on time. • Review failed audit scores, with performance improvement plans to resolution. • Review and track equipment maintenance via the supplier and include data in management information packs. • Track all budget streams versus spend and implement corrective actions as required via the regional teams to maximise profitability. • Ensure cost control documents are kept up to date with variations to the contract. • Review contract vacancies and ensure plans in place for recruitment and retention. • Ensure new location openings are mobilised effectively within the agreed timeframe, including ordering equipment and materials. • Review and bring forward new innovations to maximise service delivery and improve profitbabilty. • Share industry news and best practice with the client, including Mitie developments and initiatives. • Build relationships with Service Support Managers and Regional Operations Managers to deliver the cleaning service. • Achieve customer satsisfaction demonstrated through NPS survey engagement results. • Brand ambassador for Mitie promoting employee benefits and enhancing engagement, supported through the Mitie Star reward scheme. • Manage own time effectively to complete all given duties within role.
Person Specification
• Confident in service delivery remotely and client facing • Ability to negotiate on deadlines and with clients for problem resolution • Practical and well organised with a clear demonstrable ability to multi task and prioritise workload based on priority• Excellent customer liaison skills• Excellent interpersonal skills to liaise with both client and internal stakeholders• Ability to engage and persuade others in solving problems• Approachable and friendly • Excellent report presentation skills including competent use of word and excel to high standard