Head of Client Excellence Service Centre
Bellrock is a trusted challenger in UK property services. Driven by insights, powered by technology, and delivered by talented people, we are redefining how real estate is managed.
Since 2003, our people-first and technology-led approach has helped organizations across the UK transform their estates into high-performance, sustainable environments. Through our integrated service models spanning Technologies, Consulting, Critical Engineering & Jordon, and Intelligent Asset Care, we deliver compliance, quality, and operational excellence while reducing costs and carbon impact.
Our award-winning Concerto IWMS platform, together with mobile solutions from Mobiess and energy analytics from InMetriks, enables smart, data-led estate management at scale.
As Head of the Client Service Excellence Centre (CSEC), you’ll lead the operational running and strategic development of the CSEC. Acting as the engine room of our business, the Service Centre handles everything from reactive and planned maintenance to client and supplier liaison. You’ll ensure world-class service delivery by driving performance, customer satisfaction, and operational efficiency underpinned by a data-led, continuous improvement approach.
You will work cross-functionally to drive improvements that ultimately deliver a better service to our clients. Leading a high-performing team, you will ensure that SLAs and KPIs are met, and waste eliminated to deliver a seamless, scalable, and customer-centric service delivery centre.
How will you be the change?
Operational Leadership
* Oversee all aspects of the CSEC, ensuring system, process, service delivery, outsourced partners & suppliers meet client SLA’s.
* Work cross-functionally with teams across the business to drive improvements in partnership with IT, Supply Chain, Finance & Account Management Teams.
* Assure quality across the Contact Centre & Service Delivery Teams, resolving issues impacting performance.
* Own day-to-day Service Centre performance, resource planning, shift cover, and work allocation.
* Ensure compliance with SLAs, KPIs, and client-specific contract terms.
* Develop service dashboards and reporting cadence.
Process Management & Improvement
* Review and streamline end-to-end FM service request workflows using Lean methodologies. Identify and eliminate waste.
* Automate and standardize where possible to improve consistency and quality.
* Improve performance quality to meet SLA’s for responsiveness & service quality.
Client & Stakeholder Engagement
* Act as the senior escalation point for Service Centre queries and complaints.
* Collaborate with Account Directors and Managers to align service delivery with client needs.
* Lead regular service reviews and joint improvement planning sessions.
Performance & People Management
* Inspire and lead a team, fostering a culture of ownership, curiosity, and improvement.
* Manage training, skills matrices, development pathways, and succession planning.
Demand & Capacity Planning
* Forecast service volumes and resource needs, adjusting capacity models as demand changes.
* Monitor peaks, bottlenecks, and failure demand, taking proactive action.
Risk & Compliance
* Monitor service compliance (H&S, statutory checks, audit trail).
* Identify operational risks and manage incident escalation protocols.
What does it take?
If you’re ready to be the energy that helps us build our business, share our success, and really own it as Head of Client Excellence Service Centre, you’ll need:
* Operationally savvy and obsessed with service delivery excellence.
* Calm under pressure, solutions-focused, and a fixer of broken processes.
* Empathetic and empowering leader with a commercial edge.
* Able to juggle people, process, data, and client demands without dropping the ball.
* Proactive, energetic, and unafraid to ask “Why are we doing it this way?”
* IASSC Lean Six Sigma Green Belt (or equivalent) preferred.
Working arrangements
We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where roles and business needs allow. The successful candidate will work from home and travel as needed, with working hours of 37.5 per week, Monday to Friday, 8:30 am to 5 pm.
What can we offer you?
Upon joining Bellrock, you can expect a comprehensive benefits package including:
* 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)
* Salary exchange pension scheme
* Life cover
* Paid sick leave
* Health Assured employee assistance and wellness program
* Enhanced maternity, paternity, and adoption leave
* Salary sacrifice schemes: Cycle to work
* Private medical insurance
* Holiday purchase scheme of additional 5 days per year
* Offers and discount scheme designed to save money on everyday shopping and essentials
* Healthcare Cashplan
* MotorSave Scheme
* Refer a friend
* Liftshare
* Virtual GP
Helping you to shine
We’ve always encouraged new and different perspectives—and that also means making ours a workplace that encourages diverse and unique voices. Everyone should feel welcome, included, and supported to be themselves and achieve more.
If you join us, you’ll find an inclusive workplace that recognizes your hard work, offers lots of learning and development, flexible and hybrid working, and support for your wellbeing. Our benefits can make a real difference to your life.
Ready to start shining?
Our people are our passion, and we’re committed to helping them shine. We aim to provide everything you need for a rewarding career with us, supporting your growth and success. If you’re ready to begin your career journey with Bellrock, we look forward to welcoming you. It’s a great place to be—the light, the energy, the solution. You.
Apply today.
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