Head of Client Excellence Service Centre

Head of Client Excellence Service CentreJoin to apply for the Head of Client Excellence Service Centre role at Bellrock Group.

Bellrock is the trusted challenger in UK property services. Driven by insights, powered by technology, and delivered by talented people, we are redefining how real estate is managed. Since 2003, our people-first and technology-led approach has helped organisations across the UK transform their estates into high-performance, sustainable environments. Through our integrated service model—spanning Technologies, Consulting, Critical Engineering and Jordon, and Intelligent Asset Care—we deliver compliance, quality, and operational excellence while reducing cost and carbon impact.

Our award-winning Concerto IWMS platform, together with mobile solutions from Mobiess and energy analytics from InMetriks, enables smart, data-led estate management at scale.

As Head of the Client Service Excellence Centre (CSEC), you’ll lead the operational running and strategic development of the CSEC. Acting as the engine room of our business, the Service Centre handles everything from reactive and planned maintenance to client and supplier liaison. You’ll ensure world-class service delivery by driving performance, customer satisfaction, and operational efficiency – underpinned by a data-led, continuous improvement approach.

You will work cross-functionally to drive improvements that ultimately deliver a better service to our clients. Leading a high-performing team, to ensure that SLAs and KPIs are met, and waste eliminated to deliver a seamless, scalable, and customer-centric service delivery centre.

Operational Leadership

Overseeing all aspects of the CSEC, ensuring system, process, service delivery, outsourced partners and suppliers meet client SLA''s.

Working cross-functionally with teams across the business to drive improvements working in partnership with the IT, Supply Chain, Finance and Account Management Teams.

Assuring Quality across the Contact Centre and Service Delivery Teams, resolving issues that are impacting performance.

Own day-to-day Service Centre performance – resource planning, shift cover, work allocation.

Ensure compliance with SLAs, KPIs, and client-specific contract terms.

Develop service dashboards and reporting cadence.

Process Management and Improvement

Review and streamline end-to-end FM service request workflows using Lean methodologies. Identify and eliminate waste.

Automate and standardise where possible to improve consistency and quality.

Improve quality of performance to meet SLA''s for responsiveness and quality of service.

Client and Stakeholder Engagement

Act as the senior escalation point for Service Centre queries and complaints.

Collaborate with Account Directors and Managers to align service delivery with client needs.

Lead regular service reviews and joint improvement planning sessions.

Performance and People Management

Inspire and lead a team, fostering a culture of ownership, curiosity, and improvement.

Manage training, skills matrices, development pathways, and succession planning.

Demand and Capacity Planning

Forecast service volumes and resource needs, adjusting capacity models as demand changes.

Monitor peaks, bottlenecks, and failure demand, taking proactive action.

Risk and Compliance

Monitor service compliance (HandS, statutory checks, audit trail).

Identify operational risks and manage incident escalation protocols.

What does it take?If you’re ready to be the energy that helps us build our business, share our success, and really own it as a Head of Client Excellence Service Centre, you’ll need…

Operationally savvy and obsessed with service delivery excellence.

Calm under pressure, solutions-focused, and a fixer of broken processes.

Empathetic and empowering leader with a commercial edge.

Able to juggle people, process, data, and client demands without dropping the ball.

Proactive, energetic, and unafraid to ask why are we doing it this way?

IASSC Lean Six Sigma Green Belt (or equivalent) preferred.

Working arrangementsWe embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work from home and to travel when needed, working hours are 37.5 per week, Monday to Friday, 8.30am to 5pm.

What can we offer you?Upon joining Bellrock, you can expect a comprehensive benefits package including:

25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it''s on us)

Salary exchange pension scheme

Life cover

Paid sick leave

Health Assured employee assistance and wellness program

Enhanced maternity, paternity and adoption leave

Salary sacrifice schemes: Cycle to work

Private medical insurance

Holiday purchase scheme of additional 5 days per year

Offers and discount scheme designed to save money on everyday shopping and essentials

Healthcare Cashplan

MotorSave Scheme

Refer a friend

Liftshare

Virtual GP

Helping you to shineWe''ve always encouraged new and different perspectives - and that also means making ours a workplace that encourages diverse and unique voices. Where everyone feels welcome, included, and supported to be themselves and achieve more.

Ready to start shining?Our people are our passion, so we''re all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you''re ready to start your career journey with Bellrock, we''re ready to welcome you. It''s a great place to be - the light, the energy, the solution. You.

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