Who We Are
Myshon is a national Intensive Housing Management, Asset Management, and Advisory company established in 2017. We focus on Specialist Supported Housing, Supported Housing, Temporary Accommodation and Affordable Housing. Our mission is to support independent living for vulnerable adults, including those with acute mental health issues, severe learning and physical difficulties, and alcohol and substance misuse. We aim to provide a domestic environment embedded in local communities to promote independence and tailored support.
What We Do
We manage over 11,000 homes across the UK, employing a regional management team of housing support officers and maintenance technicians. Our partners include Local Authorities, Care Providers, Housing Charities, and Registered Providers. We offer various types of supported living management, including short-term supported housing and move-on housing support, in both self-contained and shared accommodation.
Our Services
* Intensive Housing Management and housing-related support – Full tenancy management, 24-hour reactive maintenance, and more.
* Facilities Management – Hard and soft FM services to ensure smooth and efficient operations.
* Building Maintenance and Compliance (BMC) – Supported by CAFM software and a helpdesk system.
* Asset Management - Portfolio monitoring, 3rd party contract management, and more.
* Investor Reporting and Monitoring Services – Regular and informative reporting.
* Finance, Sales and Lettings - Dedicated teams for financial services and property management.
* 24/7 Helpdesk - For urgent enquiries, repairs, and maintenance.
Role Overview
The Client Relationship Manager will be responsible for ensuring that Myshon's performance data, reporting outputs, and client-facing insights are of the highest quality, timely, and aligned with strategic objectives.
Acting as the day-to-day liaison with all Myshon clients, this role will be central to maintaining strong relationships, ensuring transparency, and supporting the Managing Director in delivering against the organisation's operational and strategic accountabilities.
This role will also play a key part in supporting the Managing Director and wider Senior Management Team by translating performance data into actionable insights, enabling targeted interventions across departments to drive service quality, retention, and growth.
Accountabilities and Responsibilities
Client Liaison and Relationship Management
* Act as the primary day-to-day contact for all Myshon clients, ensuring professional, responsive, and proactive communication.
* Build and maintain strong working relationships with client representatives, understanding their priorities and ensuring Myshon's performance aligns with expectations.
* Coordinate and attend regular client meetings, presenting performance data and responding to queries or concerns.
Performance Reporting and Insight
* Lead the production of high-quality performance reports for internal and external stakeholders, including clients, the Managing Director, and the Board.
* Ensure data accuracy, consistency, and clarity across all reporting outputs.
* Identify trends, risks, and opportunities within performance data and escalate insights to the Managing Director and relevant department leads.
* Support the development of dashboards, KPIs, and reporting tools that enhance visibility and accountability across the business.
Operational Support and Strategic Contribution
* Contribute to the delivery of the Managing Director's accountabilities, including retention, financial oversight, and business development.
* Work closely with operational leads to ensure that performance data informs service delivery improvements and client satisfaction.
* Support the Managing Director in preparing for strategic reviews, audits, and regulatory engagements by providing relevant data and analysis.
Support for New Business Development
* Collaborate with the Managing Director and other senior leaders to ensure that new opportunities are underpinned by robust performance metrics and aligned with Myshon's strategic goals.
* Support onboarding and mobilisation of new contracts by ensuring performance frameworks are clearly defined and implemented from the outset.
Collaboration and Continuous Improvement
* Collaborate with Finance, Housing, and Compliance teams to ensure alignment of reporting with regulatory and contractual obligations.
* Promote a culture of data-driven decision-making and continuous improvement across the organisation.
* Identify and implement improvements to reporting processes, systems, and tools.
Performance Expectations
The Client Experience Manager is expected to deliver against the following principles –
* Client Engagement
Maintain consistent, high-quality communication with all Myshon clients, ensuring queries are addressed promptly and professionally.
Build trusted relationships that support long-term client satisfaction and retention.
* Reporting Excellence
Ensure all performance reports are accurate, timely, and tailored to the needs of internal and external stakeholders.
Continuously improve reporting formats and tools to enhance clarity, usability, and strategic value.
* Insight and Action
Translate performance data into meaningful insights that inform operational decisions and strategic planning. Proactively identify risks, trends, and opportunities, and escalate findings to the Managing Director and relevant teams.
* Operational Contribution
Support the Managing Director in delivering organisational accountabilities by providing data-driven recommendations and supporting departmental action plans.
Ensure performance frameworks are embedded across new and existing contracts, contributing to service quality and compliance.
* Collaboration and Impact
Work effectively across departments to ensure performance data supports continuous improvement and operational alignment.
Demonstrate initiative and ownership in driving improvements to reporting processes and client engagement.
Key Skills and Qualifications
* Experience in performance reporting, data analysis, or client account management, ideally within housing, care, or public services.
* Strong interpersonal and communication skills, with the ability to build trust and credibility with clients and colleagues.
* High level of proficiency in Microsoft Excel and reporting tools (e.g., Power BI, Tableau, or similar).
* Strong analytical skills and attention to detail.
* Ability to manage multiple priorities and deadlines in a fast-paced environment.
* Understanding of supported housing, social care, or regulatory frameworks (desirable but not essential).
Desirable Experience and Skills
* Experience in data analysis, governance, and general analytics.
* Awareness of industry trends and developments.
* Experience in managing client relationships and ensuring client satisfaction.
* Strong problem-solving skills and ability to address client issues proactively.
* Proficiency with relevant software and tools used in housing management and compliance.
* Ability to adapt to changing environments and manage multiple priorities.
Behaviours and Attributes
* Client-Focused
Committed to delivering excellent service and building strong, lasting relationships.
* Analytical and Insightful
Able to interpret complex data and translate it into meaningful insights and actions.
* Collaborative
Works effectively across teams and departments to achieve shared goals.
* Organised and Proactive
Manages workload independently and anticipates needs before they arise.
* Professional and Personable
Represents Myshon with integrity, clarity, and confidence in all interactions.
* Adaptable and Resilient
Comfortable with change and able to respond positively to challenges and feedback.
* Commercially Aware
Understands the importance of performance in supporting sustainable growth and service development.
Benefits
* 25 days holiday plus bank holidays
* Car Allowance - £5,400 (Per Annum)
* 24 hour EAP Scheme
* Company pension
* Free eye tests
* Life insurance
* Designated Free Parking
* Hybrid Working (Home-based with regular travel, particularly to Leeds HQ)
Job Types: Full-time, Permanent
Pay: £45,000.00 per year
Work Location: Hybrid remote in Leeds LS14