As our Client Success Executive, you will ensure the accurate and efficient processing of client orders and related documentation, supporting smooth scheduling and exceptional service delivery. You’ll work closely with our Client Success Managers and Directors and collaborate across departments to maintain accurate client and financial records, manage communications, and produce essential reports and documents.

This role combines administrative responsibilities with proactive client support. By managing key processes and maintaining high standards of accuracy and professionalism, you’ll play a vital part in delivering a responsive, high-quality service to clients and supporting the wider team.

Assist in managing client enquiries, meetings and communications, ensuring client requirements are understood and appropriate actions are followed through.
Ensure quality and compliance by reviewing reports within agreed service levels and maintaining client protocols and industry standards.
Track Consultant visits and report submissions, following up on outstanding items to keep workflows on schedule.
Prepare and analyse client reports, identifying trends and presenting insights to support service improvements.
Collaborate with internal teams to resolve system issues, enhance applications and provide client-specific guidance where required.
Manage client orders and documentation, ensuring information is complete, accurate and ready for scheduling.
Maintain accurate client, site and financial information across internal systems and databases.
Monitor outstanding reports, purchase orders and actions, proactively chasing information to support service delivery.
Produce client-facing and internal reports, documentation and presentations, ensuring accuracy and timely distribution.
Identify opportunities to improve processes, data quality and overall client service efficiency.
Support Tier 3 clients with both software and renewal-related queries, ensuring they receive timely and effective responses.
Assist with data cleansing, data accuracy and account information across the client portfolio to ensure systems and records remain up to date.
Proactively contact clients regarding upcoming renewals, holding conversations with clients to understand their requirements, address queries and support the successful renewal of contracts.
Take an active role in securing client renewals and contributing to increased renewal rates and overall client retention.
Provide flexible support across the Client Success function, assisting with a broad range of client requirements rather than being solely aligned to a specific account or tier.

Qualifications

GCSE Maths and English at Grade C/4 or above (or equivalent).
Relevant qualification in Business Administration, Customer Service or a related discipline (desirable).
Training or qualification in Health & Safety, Compliance, Facilities Management or Environmental Management (desirable).

Experience

Working in a client services, customer success, account support or administrative role.
Supporting multiple clients and managing competing priorities in a fast-paced environment.
Maintaining accurate records within CRM, scheduling or business management systems.
Producing reports, spreadsheets and business documentation.
Working with Software as a Service (SaaS) products or technology-based solutions (desirable).
Supporting compliance-related activities, including audits, risk assessments or regulatory processes (desirable).
Working within the health and safety, compliance, facilities management or property sectors (desirable).

Role Details

Location: Work from Home Role
Working Pattern: 37.5 hours per week across Monday to Friday from 9am – 5:30pm
Reporting to: Head of Client Services

We aim to support our colleagues both professionally and personally. Here’s a snapshot of what we offer:

Annual Leave: 25 days holiday in addition to usual bank holidays.
Wellbeing – Health cash plan, company sick pay scheme, gym discounts, cycle to work scheme, mental health first aiders and an enhanced employee assistance programme
Financial – Salary sacrifice pension scheme, exclusive shopping discounts, EV Salary Sacrifice scheme, access to affordable ways to buy white goods and tech
Family – We enhance statutory family leave entitlements, run charity events throughout the year to support our charity partner Mind, provide group life insurance and offer a one‑off two‑week paid life‑event leave after five years of service.
Community – Volunteer days, religious holiday swaps and proud Bronze Award status under the Armed Forces Covenant Employer Recognition Scheme, reflecting our commitment to supporting veterans, reservists, service leavers and military families.
Social – We host an annual conference to get the whole business together as well as our team of Social Champions who arrange regular events for inside and outside of work
Development – We’ll cover the cost of a professional membership fee, support your personal and professional development and provide you with access to our online learning library

Client Success Executive

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