Client Services Manager

Description:

Client Services Manager - The Mailbox, Birmingham)
Salary: £35,000 + benefits | Mon-Fri 08:30-17:00
Location: The Mailbox, Royal Mail Street

Our client is looking for a confident, commercially minded Client Services Manager to help drive occupancy, revenue and customer experience at The Mailbox - a landmark business centre of approximately 40 suites and a large communal/breakout space.

This is a key role with real ownership. You'll be the day-to-day lead for the centre's operational standards and financial performance, while promoting the site across the local property and business community. You'll be highly organised, proactive, and comfortable juggling sales activity, client needs, and centre operations in a fast-paced environment.

This role would suit someone who has a background or experience in serviced offices/business centres (or co-working), commercial lettings/leasing and renewals, client services/customer experience, facilities or site/office operations, or client relationship/account management (ideally within property, FM or hospitality), with a strong focus on sales, retention, standards and basic financial control (billing/debt/occupancy reporting).

What you'll be responsible for

Sales & Marketing (occupancy and growth)

Building and maintaining strong relationships with brokers and commercial agents, and providing feedback on introductions

Promoting available suites on agreed commercial terms and meeting occupancy targets

Managing licence renewals to retain clients and grow centre revenue

Developing corporate relationships with key local occupiers (overspill space, short-term expansion, projects)

Handling enquiries end-to-end: qualifying leads, arranging viewings, negotiating terms, progressing paperwork to completion

Supporting the creation of marketing collateral and delivering local marketing initiatives

Running promotional campaigns for the centre and using social media in a creative, professional way

Networking with influencers, public sector and inward investment bodies to generate opportunities

Financial performance & reporting

Producing monthly billing, revenue collection and financial reporting (Twiin software - training provided)

Managing the centre within the agreed annual budget and supporting target financial returns

Monitoring and proactively managing aged debtors

Demonstrating strong cost awareness and an understanding of profit and loss reporting

Identifying and implementing additional revenue opportunities across centre products/services

Maintaining and updating the occupancy schedule and reporting performance as required

Client services & centre standards

Setting and maintaining high presentation standards across the centre (cleanliness, H&S, security) aligned to SOPs

Creating a culture of customer care and professionalism, using feedback and regular client surveys

Overseeing client move-ins, fit-out changes, and furniture requirements to ensure licence terms are met

Protecting and promoting the centre's reputation for outstanding service

Attending training and meetings as requested, taking ownership of ongoing development

What our client is looking for

Experience running a serviced office/business centre environment, or strong office/operations management experience

Strong networking ability and a commercial mindset to maximise revenue opportunities

Confident communication and negotiation skills (in person, email and phone)

Good financial awareness (billing, debt control, reporting and cost management)

A hands-on leader who motivates others and delivers consistent standards

Highly organised, detail-focused and adaptable, with the ability to multi-task under pressure

A team player with a proactive attitude and willingness to support wider business needs when required

Benefits

25 days annual leave + bank holidays

Pension

Private healthcare

Life assurance

Discretionary year-end bonus

Salary sacrifice scheme