Operations and Client Relationship Officer

Responsibilities:

Serve as the primary point of contact for a portfolio of client accounts, handling day-to-day queries, service requests, and escalations

Conduct regular site visits and quality checks across assigned locations, working alongside the QCO team to confirm service standards are met

Track and follow up on open issues (PPE gaps, equipment needs, staffing shortfalls) until resolved, escalating to Operations/HR where needed

Coordinate with site supervisors and cleaning staff to ensure schedules, staffing levels, and consumables are in order

Prepare client-facing service reports and internal status updates on site performance

Support contract renewal conversations by flagging service issues, client satisfaction signals, and scope changes ahead of renewal windows

Liaise with sub-contractors (e.g., specialist restoration vendors) on scoped projects at client sites, tracking deliverables and timelines

Requirements:

Minimum of an HND in Estate Management, Facility Management, Business Administration, or any related field Minimum of 2 years’ experience in a similar operations, client service, or facility management role Strong communication, interpersonal, and conflict-resolution skills Excellent organizational and multitasking abilities Proficiency in MS Office (Excel, Word, PowerPoint). Familiarity with CRM or facility management software is an advantage Ability to work under pressure and manage competing priorities Close attention to detail and a proactive, solutions-oriented mindset