Overview
Client Experience Manager. Company: Mitie Technical Services. Reporting to: Senior Workplace Manager.
Job objectives and responsibilities
The Client Experience Manager is a senior operational leader responsible for the day-to-day excellence of multiple workplace environments. The role provides leadership, direction, and assurance across several Workplace Managers, ensuring consistent service delivery, premium customer experience, and alignment with client expectations in a high-profile corporate setting. This role acts as the key link between operational delivery teams and senior client stakeholders, ensuring service maturity, risk management, and continuous improvement across the account.
1. Provide senior leadership across multiple workplace environments
2. Lead, coach, and performance-manage Workplace Managers
3. Act as the senior escalation point for service issues, client concerns, and operational risk
4. Ensure consistent delivery of service standards, SLAs, and client experience principles
5. Support strategic planning, reporting, and governance activities
6. Drive a proactive, insight-led approach to customer journey management
7. Ensure compliance with health and safety, information security, and contractual requirements
Main duties
1. Leadership and people management
1. Direct line management of Workplace Managers including development, performance reviews, and capability building
2. Provide coaching and support to ensure Workplace Managers lead their teams effectively
3. Set clear expectations for behaviours, standards, and accountability
4. Build a high-performing, engaged management structure
2. Operational oversight
1. Overall accountability for the smooth operation of multiple workplace areas
2. Ensure consistency in service delivery across all managed environments
3. Maintain oversight of resourcing, workload distribution, and operational risks
4. Ensure reactive and planned tasks are completed in line with agreed SLAs
3. Client and stakeholder management
1. Act as a senior point of contact for assigned agencies or business units
2. Manage complex client conflict and escalations professionally and effectively
3. Translate client feedback into service improvements
4. Support client meetings, walkarounds, and service reviews
4. Customer experience and journey ownership
1. Oversee customer journey mapping across workplace environments
2. Ensure Workplace Managers actively manage key service touchpoints
3. Drive a premium, five-star workplace experience aligned to client brand and culture
4. Champion innovation and continuous improvement
5. Performance and governance
1. Monitor KPIs, SLAs, and service performance across all managed areas
2. Ensure accurate reporting and communication to senior stakeholders
3. Identify trends, risks, and improvement opportunities
4. Support audits and governance requirements
Person specification
* Proven experience in a senior facilities management or workplace leadership role
* Demonstrable 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 and safety
* Ensure compliance with all Mitie health and safety policies
* Promote a strong safety culture across teams
* Identify and escalate 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
Note
This job description is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
Equality, Diversity and Inclusion
At Mitie we know that our diversity makes us stronger. We are committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are proud of our rich and diverse culture and backgrounds. Everyone at Mitie has a voice and is treated as an equal.
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