Job Title: Client Operations Manager (Maternity Cover - 12 months FTC)
Location: Holborn, WC1V - (regular travel across London)
Salary: £38,000 - £40,000 per annum
Reports to: Head of Dual Management
Department: Dual Management
Role Overview
Abbatt Property Recruitment are on the lookout for an experienced Client Operations Manager / Area Manager to oversee client relationships and lead onsite teams across multiple locations. This role demands strong leadership skills and a proven track record in managing operations, preferably within hospitality, facilities management, or area/regional management environments.
The successful candidate will be responsible for ensuring exceptional client satisfaction and managing employee welfare and performance.
Key Responsibilities
Client & Account Management
- Build and maintain strong, long-term relationships with clients to ensure satisfaction and business retention.
- Prepare for and attend client service review meetings; provide KPI data and service reports as requested.
- Respond promptly to client queries and resolve service issues efficiently, escalating when necessary.
- Promote and represent the company at networking and client events.
Operations & Team Leadership
- Lead and manage onsite teams, ensuring employee wellbeing, development, and high performance.
- Conduct regular site visits (day and night shifts) to monitor staff welfare and operational standards.
- Support induction, training, probation reviews, and performance appraisals.
- Manage rotas and workforce scheduling, ensuring adequate staffing levels and shift coverage.
- Oversee holiday and leave management, ensuring compliance with entitlements and operational needs.
Human Resources & Compliance
- Collaborate with HR on disciplinary procedures, grievances, TUPE transfers, redundancies, and restructures.
- Conduct investigations into staff misconduct and support employee relations activities.
- Ensure operational compliance with internal policies, industry regulations, and client requirements.
Recruitment & Onboarding
- Partner with the Recruitment team to advertise roles, shortlist candidates, and participate in interviews.
- Lead onboarding processes, including new site integration and TUPE transfers.
- Manage leavers and coordinate replacements to maintain seamless service delivery.
Payroll, Budgeting & Reporting
- Prepare and verify monthly payroll data and invoicing templates, adhering to deadlines and accuracy standards.
- Monitor staffing budgets, communicate changes, and work with Senior Account Managers to manage financial implications.
- Produce reports to track operational performance and identify areas for improvement.
What we are looking for:
- Proven multi-site people management experience, ideally within hospitality, area/regional management, or similar sectors.
- Strong leadership and people management skills with the ability to motivate and develop teams.
- Comfortable working independently and managing your own schedule
- Excellent communication and interpersonal skills, capable of managing client and staff relationships effectively.
- Some understanding of HR processes, employee relations, or Health & Safety is helpful (but we'll train you!)
- Proficiency with workforce scheduling tools and payroll systems. Experience with Workforce Software is an advantage.
- Strong organisational skills with the ability to manage multiple priorities and work under pressure.
- A proactive, solution-focused approach with a commitment to continuous improvement.
- Flexibility to conduct site visits including outside normal office hours.
What We Offer
- A supportive, collaborative working environment.
- 25 days annual leave + birthdays off + bank holidays
- Private healthcare & EAP
- Flexible working hours (7.5-hour days, flexible between 8:30am - 6pm)
- Season ticket loan
- Gym membership contributions
- Regular social events, monthly team drinks, and company parties
- A genuinely warm and supportive team culture
- The chance to lead impactful operational and client management initiatives.
To apply: Please submit your CV to the role and Niamh will reach out to discuss this in more detail.