Overview
Client Experience Manager leads day‑to‑day excellence across multiple workplace environments at Mitie Technical Services. The senior operational leader acts as the key link between delivery teams and senior client stakeholders, ensuring consistent service delivery, premium customer experience and alignment with client expectations.
Key Responsibilities
* Provide senior leadership across multiple workplace environments
* Lead, coach and performance‑manage Workplace Managers
* Act as the senior escalation point for service issues, client concerns and operational risk
* Ensure consistent delivery of service standards, SLAs and client experience principles
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* Support strategic planning, governance and reporting activities
* Drive a proactive, insight‑led approach to customer journey management
* Maintain compliance with health and safety, information security and contractual requirements
Qualifications – Experience
* Senior facilities management or workplace leadership experience
* Demonstrated experience managing managers
* Strong understanding of FM operations, customer experience and service delivery
* Excellent stakeholder management and conflict resolution skills
* Strong analytical and reporting capability
* Commercial awareness and sound decision‑making skills
* Ability to operate effectively in a fast‑paced, high‑expectation environment
Health & Safety
* Ensure compliance with all Mitie health and safety policies
* Promote a strong safety culture across teams
* Identify and raise risks appropriately
Information Security
* Ensure compliance with Mitie information security procedures
* Act as an escalation point for security risks or incidents
* Promote secure working practices
Company Culture
Mitie values collaboration, integrity and a commitment to excellence. We are one team, we go the extra mile and we celebrate diversity to create innovative solutions for our customers.
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