Client Services Manager

Job Purpose

Reporting to a Senior Client Services Manager, this role is responsible for managing local client relationships and delivery of services to those clients. Within the role you will have full responsibility for any Instant services (as well as hard FM and soft services) delivered to your local clients. ​
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You will require a full understanding of your clients’ requirements to ensure that solutions are delivered to time, budget & to client satisfaction. You will also be expected to recognise opportunities for selling additional services to clients. ​
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You will integrate seamlessly with the client contacts while still adhering to Instant’s values and keeping an eye on the commercial aspects of the contract.

Key Responsibilities

• To deliver contracted Facilities Management services to specific customers with exceptional customer service and delivery whilst driving best in class H&S delivery practices​
• Undertake effective account and client relationship management through identifying and developing strong working relationships with key client contacts, decision makers and influencers​
• Manage clients proactively and professionally to ensure expectations are exceeded​
• Work as part of a team to ensure the successful introduction, implementation and ongoing delivery of Facilities Management contracts or services and the successful extension/renewal of existing contracts or services​
• Recognising opportunities for selling additional services and facilitating their implementation​
• Support the Client Account Team as applicable in the putting together of account development plans for each client ​
• Take ownership of resolving client escalation of any issues they encounter with the office(landlord or service providers) within your area of responsibility​
• Work alongside the Instant global, regional and local teams as required on specific client tenders and pitches ​
• Provide accurate monthly and quarterly forecasting, reporting and invoicing, using iWMS and other software packages as required and advised

• Working with global Supply Chain team, responsible for the procurement, mobilisation and ongoing management of the suppliers​
• Management of hard and soft services delivery on site including managing outsourced service providers​
• Ensuring compliance with statutory, client and Instant H&S and operational policies​
• A full understanding of and working within operational budgets​
• Managing and maintaining a strong and effective working relationship with the building Landlord as necessary​
• Managing the procurement of small items / services / churn works, moves and changes and move management

Required Skills, Experience & Qualifications

• Background of delivering hard and soft Facilities Management solutions​
• Superior client relationship management skills ​
• Proven account development experience​
• Experience of managing service providers, SLAs/KPIs​
• A good understanding of outsourcing and outsourcing processes; particularly FM and related services​
• Some experience of P&L management
• Strong client relationship management and account development experience and skills​
• Excellent communication and interpersonal skills​
• Exceptional organisational skills​
• Flexible and adaptable approach to work​
• Able to prioritise workload and to multi-task​
• Problem solving ​
• Shows initiative ​
• Engaging personality​
• Extensive outsourced FM service delivery experience ​
• Experience of managing service providers, SLAs/KPIs​
• A good understanding of outsourcing and outsourcing processes; particularly FM and related services​
• Good working knowledge of H&S in the work placedesirable

About the company

We are The Instant Group, now part of IWG, where work gets smarter—for employees, businesses, and the planet. As the world’s largest flexible workspace provider, we connect over 250,000 organisations with office space, coworking memberships, virtual offices, and meeting rooms. We deliver market-leading data, expert consulting in portfolio strategy, procurement, and sustainability, and empower 20,000+ landlord, operator, and investor partners to capture flex demand and boost asset performance.

With global clients like Prudential, Booking.com, Shell, Jaguar Land Rover, GSK, and Hines, our teams operate across virtual and physical offices in London, Paris, New York, Hong Kong, Singapore, Sydney, and beyond.

Join a dynamic business named one of the Best Places to Work in Property, and featured in the Sunday Times HSBC International Track 200. Build your career where innovation meets opportunity—and help shape the future of work.

Carbon Neutral Workplaces
IWG’s purpose of helping everyone have a great day at work, while protecting people and the planet is at the heart of everything we do. We are proud to supply all of our customers worldwide with carbon neutral workplaces, and we have a strong climate action plan in place to help us achieve our objective of Net Zero emissions by 2040.

Leading Employer Award
IWG is proud to be the recipient of a Leading Employer Award in both 2022 and 2023. Awarded exclusively to the top 1% of employers, the accolade is testament to our diverse global workforce and the role everyone plays in bringing our purpose, culture and values to life, every single day.