Head of Client Relationship

Centrick Group; Birmingham; On-site; GBP 35,000 - GBP 45,000; Full time

Job summary

A residential property management firm located in Birmingham seeks a skilled professional to manage client relationships and service delivery. You will ensure consistent communication with clients, monitor service performance, and prepare performance reports. Ideal candidates will have proven experience in property or facilities management, strong communication skills, and proficiency in problem resolution. The firm offers an inclusive environment with great employee benefits including enhanced holidays, health support, and professional development opportunities.

Benefits

25 days’ holiday plus bank holidays

Enhanced pension scheme

Study support and development access

24/7 mental health services

Extra holiday on your birthday

Volunteer day annually

Qualifications

• Proven experience in client relationship management within property or facilities management sectors.
• Strong communication and interpersonal skills with ability to build trust.
• Excellent problem-solving and conflict resolution abilities.

Responsibilities

• Serve as the primary liaison for key clients and ensure consistent communication.
• Monitor service performance against SLAs and proactively address issues.
• Prepare and deliver accurate reports on service performance and client feedback.

Skills

Client relationship management

Communication skills

Problem-solving

Data analysis

Interpersonal skills

Job description

We’re Centrick — residential property experts with a clear mission: to make lives better, every day.

Since 2005, we’ve grown into a nationwide business with a global reach, managing buildings and estates of all shapes and sizes. From property management, sales, and lettings to on-the-ground services like cleaning, caretaking, and maintenance — we deliver quality, end-to-end solutions.

With our headquarters in central Birmingham and teams across the UK, we’re powered by dedicated professionals working collaboratively across operations, marketing, finance, and beyond. We reinvest in our people, technology, and culture to drive continuous improvement and long-term impact — for our clients, customers, and communities.

What you’ll be doing

No two days are the same, but the tasks below offer a glimpse of what to expect. If you don’t meet every point but believe you have the skills to succeed, we encourage you to apply.

Client Engagement & Relationship Management

• Serve as the primary liaison for key clients, ensuring consistent communication and relationship development.
• Manage client expectations and maintain agreed service levels.
• Coordinate and assist in leading regular client meetings, providing updates and addressing concerns.

Service Delivery & Escalation Management

• Monitor service performance against SLAs and proactively address issues.
• Handle escalations promptly, ensuring resolution and client satisfaction.
• Support complaint resolution processes in collaboration with internal teams.
• Assist with risk schemes as required to mitigate potential issues.

Reporting & Analysis

• Prepare and deliver accurate reports on service performance, client feedback, and operational metrics.
• Identify trends and recommend improvements to enhance client experience.

Operational Support

• Support the B&EM Director and Head of Client Relationships with operational requirements and day-to-day needs.

What you need to succeed

• Proven experience in client relationship management within property, facilities, or estate management sectors.
• Strong communication and interpersonal skills with the ability to build trust and rapport.
• Excellent problem-solving and conflict resolution abilities.
• Competence in reporting, data analysis, and presentation.
• Ability to manage multiple priorities and work collaboratively across teams.

Why join us?

• Time to Recharge: 25 days’ holiday plus bank holidays
• Future Security: Enhanced pension scheme based on role
• Extra Holiday: Your holiday allowance grows with your length of service—because loyalty deserves rewards
• Health & Wellbeing: Medicash, virtual GP, therapies, dental and optical support
• Sick Pay Boost: Company sick pay increases over time to support your wellbeing when you need it most
• Learning & Development: Study support and access to our dedicated academy to help you grow professionally and personally
• Mental Health Support: 24/7 mental health services
• Birthday Bonus: Enjoy an extra day off on your birthday to celebrate your way
• Giving Back: One volunteer day annually to support a charity or cause close to your heart
• BenefitPlatform: One online platform for all benefitsand recognition

At Centrick, diversity and inclusivity are fundamental to who we are. We welcome applicants from all backgrounds and are committed to creating a respectful and supportive hiring experience. If you need any adjustments during the interview process, please let us know—we’re here to help you succeed.