Client Success Director

Client Success Director

About the role

Are you ready to make a lasting impact? As our new Client Success Director, you'll lead the delivery of top-tier consultancy services to our key clients, overseeing technical aspects of contracts and ensuring exceptional service throughout.

This dynamic, fast-paced role requires your expertise as a qualified health and safety/fire safety consultant (or relevant technical knowledge). You'll collaborate closely with property management clients, building strong relationships and serving as their primary contact for health and safety matters. You will act as a bridge between clients' Health and Safety teams, Facilities Managers, and our internal teams, including Service Directors, Team Managers, Technical Managers, Consultants, and Helpdesk staff.

In this role, you'll balance business administration with strategic responsibilities. You'll ensure timely, budget-compliant service delivery aligned with profit targets, identify upselling opportunities, and manage client relationships professionally. Responsibilities include drafting fee proposals, reviewing pricing strategies, and managing debt seamlessly to foster long-term success for both clients and the company.

This is your opportunity to influence client outcomes and shape our consultancy services' future. If you're ready to make a difference in a leadership role, we want you on our team!

What you'll be doing

• Handle client enquiries and communications.
• Maintain regular contact to understand client needs, expectations, and feedback.
• Keep the Client Success Officer informed of client-specific developments or issues.
• Attend or lead client meetings and briefings as appropriate.
• Proactively develop client accounts by offering additional services to increase account value annually.
• Inform clients of high-risk or P1 issues following client protocols (may be the responsibility of the Client Success Manager).
• Oversee QA procedures to ensure reports meet SLAs, client protocols, standards, legislative, and industry requirements, providing constructive feedback to Consultants.
• Implement and monitor quality KPIs and objectives.
• Ensure adherence to SLAs and coordinate with scheduling teams for consultant visits.
• Distribute guidance on issues, legislation, and client requirements; brief Consultants on client-specific matters.
• Manage technical responses to H&S/Fire inquiries, enforcement actions, and document updates, liaising with clients about changes.
• Familiarize with relevant software and client-specific modifications; coordinate with software and development teams for issue resolution and enhancements.
• Coordinate with Service Directors to ensure consistency across service disciplines.
• Support new staff onboarding and training on client accounts; identify and communicate training needs.
• Collaborate with colleagues to produce client reports, analyze trends, and recommend actions.
• Monitor Helpdesk task progress per SLAs.
• Update training materials reflecting legislative and policy changes.
• Coordinate and assist with client training sessions, including health and safety training.
• Manage direct reports if applicable.
• Periodically provide direct consultancy services as needed.
• Support development of internal safety systems and processes.
• Assist with new client contract mobilizations.
• Monitor and update company forecasts and client debt issues, escalating as necessary.
• Review and adjust client fees annually; prepare quotes for complex sites and mobilizations.
• Report on client feedback, address negative feedback, and oversee survey processes.
• Coordinate with external bodies and ensure timely payments.
• Prepare agendas and minutes as required.

What we're looking for

The ideal candidate will embody our core values: approachability, optimism, solution focus, active listening, collaboration, curiosity, and innovation. You will deliver high-quality, responsive service, requiring excellent communication skills, mental agility, and a proactive problem-solving attitude. Planning ahead and taking personal responsibility are essential.

Must-haves:

• NEBOSH H&S Diploma or equivalent, with at least 5 years' experience advising on H&S, Fire Safety, Asbestos, or Legionella.
• Strong client success experience.
• Excellent IT skills, proficient in Excel, Word, PowerPoint.
• Ability to work independently.
• Willingness to travel (approx. 60% home-based).
• Proactive, initiative-taking, and problem-solving skills.
• Excellent verbal and written communication skills, capable of engaging stakeholders at all levels.
• Experience with Microsoft Office and collaborative systems.

Nice-to-haves:

• Ability to deliver training courses.
• Knowledge of FM/Property Management.
• Environmental knowledge or qualifications.

Why join us?

We prioritize our people-colleagues and customers alike. Join a supportive team that values collaboration, innovation, and growth. We provide tools and opportunities to succeed and ensure you feel appreciated.

Our benefits

We support your professional and personal well-being. Our offerings include:

• Salary: £45k + £5.5k car allowance + bonus.
• Location: Home-based with travel as needed.
• Annual Leave: 25 days plus bank holidays.
• Wellbeing: Health cash plan, gym discounts, cycle to work, employee assistance.
• Financial: Pension scheme, shopping discounts.
• Family: Enhanced family leave policies.
• Community: Volunteer days, holiday swaps.
• Social: Annual conference, social events.
• Development: Support for professional memberships, online learning resources.