Manager of Client & Facilities

Position: Manager of Client Experience & Facilities
Our client, a very successful privately owned company in the health care industry with nearly 200 employees, is seeking a Manager of Client Experience & Facilities to join their team in Surrey. The successful candidate will be joining a highly respected organization with passionate team who are very proud of the work they do every day.

Key Responsibilities

Lead, mentor, and inspire the front-of-house Customer Service Representatives (CSRs) and the facilities/janitorial teams.

Champion the client journey from the moment they walk through the door to the moment they leave.

Track, analyze, and report on key performance indicators (KPIs) regarding client satisfaction and operational efficiency.

Monitor and report to the executive leadership team on critical service metrics (, patient wait times, "walk-outs" due to delays, or clients who felt unrecognized).

Oversee daily maintenance schedules and coordinate with the janitorial team to meet strict veterinary hygiene standards.

Manage relationships with external contractors and vendors for facility repairs and supply ordering.

Qualifications & Experience

Education:

A diploma or degree in Hospitality Management, Business Administration, or a relevant field.

Experience:

Minimum of five (5) years of progressive leadership experience, preferably in high-end hospitality, healthcare administration, or a premium service-driven industry.

Mindset: A fiercely client-centric professional who views operations through the lens of hospitality.

Leadership Style: A hands-on, leading-by-example approach. You are willing to step up to the front desk or help the facilities team during peak times.

Flexibility:
While this is a standard Monday-to-Friday role, you must have flexibility to manage escalated issues that come up outside of "regular" business hours.

The successful candidate will be rewarded with a generous compensation and benefits package. If you'd like to learn more, please forward your resume ASAP!