Client Services Manager

Client Services Manager - The Mailbox, Birmingham)
Salary: £35,000 + benefits | Mon-Fri 08:30-17:00
Location: The Mailbox, Royal Mail Street

Our client is looking for a confident, commercially minded Client Services Manager to help drive occupancy, revenue and customer experience at The Mailbox - a landmark business centre of approximately 40 suites and a large communal/breakout space.

This is a key role with real ownership. You'll be the day-to-day lead for the centre's operational standards and financial performance, while promoting the site across the local property and business community. You'll be highly organised, proactive, and comfortable juggling sales activity, client needs, and centre operations in a fast-paced environment.

This role would suit someone who has a background or experience in serviced offices/business centres (or co-working), commercial lettings/leasing and renewals, client services/customer experience, facilities or site/office operations, or client relationship/account management (ideally within property, FM or hospitality), with a strong focus on sales, retention, standards and basic financial control (billing/debt/occupancy reporting).

What you'll be responsible for

Sales & Marketing (occupancy and growth)

• Building and maintaining strong relationships with brokers and commercial agents, and providing feedback on introductions

• Promoting available suites on agreed commercial terms and meeting occupancy targets

• Managing licence renewals to retain clients and grow centre revenue

• Developing corporate relationships with key local occupiers (overspill space, short-term expansion, projects)

• Handling enquiries end-to-end: qualifying leads, arranging viewings, negotiating terms, progressing paperwork to completion

• Supporting the creation of marketing collateral and delivering local marketing initiatives

• Running promotional campaigns for the centre and using social media in a creative, professional way

• Networking with influencers, public sector and inward investment bodies to generate opportunities

Financial performance & reporting

• Producing monthly billing, revenue collection and financial reporting (Twiin software - training provided)

• Managing the centre within the agreed annual budget and supporting target financial returns

• Monitoring and proactively managing aged debtors

• Demonstrating strong cost awareness and an understanding of profit and loss reporting

• Identifying and implementing additional revenue opportunities across centre products/services

• Maintaining and updating the occupancy schedule and reporting performance as required

Client services & centre standards

• Setting and maintaining high presentation standards across the centre (cleanliness, H&S, security) aligned to SOPs

• Creating a culture of customer care and professionalism, using feedback and regular client surveys

• Overseeing client move-ins, fit-out changes, and furniture requirements to ensure licence terms are met

• Protecting and promoting the centre's reputation for outstanding service

• Attending training and meetings as requested, taking ownership of ongoing development

What our client is looking for

• Experience running a serviced office/business centre environment, or strong office/operations management experience

• Strong networking ability and a commercial mindset to maximise revenue opportunities

• Confident communication and negotiation skills (in person, email and phone)

• Good financial awareness (billing, debt control, reporting and cost management)

• A hands-on leader who motivates others and delivers consistent standards

• Highly organised, detail-focused and adaptable, with the ability to multi-task under pressure

• A team player with a proactive attitude and willingness to support wider business needs when required

Benefits

• 25 days annual leave + bank holidays

• Pension

• Private healthcare

• Life assurance

• Discretionary year-end bonus

• Salary sacrifice scheme