Operations and Client Relationship Officer

• 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