Client Relationship Manager

We are excited to offer a fantastic opportunity for a Client Relationship Manager to Join our team at Amey. This role will be hybrid working with 2/3 days in the office located near you. This role will have occasional travel to our Amey locations across the UK – A company car will be included in package.

The salary is dependent on experience.

The hours of work will be 37.5 hours per week.

The Client Relationship Manager builds and maintains strong relationships between Group Shared Services (GSS) and internal clients, driving issue resolution, continuous improvement and service development.

The role is highly visible across Amey, leading governance activity, promoting collaboration, and ensuring GSS processes, policies, contracts and SLAs remain aligned to business needs.

Using stakeholder engagement and Client Satisfaction Survey insights, the role drives service improvements, with success measured through stronger relationships, increased service maturity, and improved client satisfaction and operational outcomes.

What you will do:

• Set clear service expectations (scope, standards, responsibilities)
• Build trusted relationships with senior stakeholders across Amey
• Maintain visibility with operational teams (site visits, meetings, regular engagement)
• Promote and clearly communicate the GSS operating model and service offering
• Align service models across functions with Heads of Department
• Map stakeholders, decision-makers and escalation routes (incl. RACI)
• Bring teams together to resolve cross-functional issues and drive shared accountability
• Own service escalations end-to-end, with clear stakeholder updates and timelines
• Lead service review forums with clear actions, owners and follow-up
• Track SLAs/KPIs, spot trends and risks, and drive continuous improvement
• Maintain stakeholder maps and RACI to clarify ownership and escalation
• Keep governance documentation and reporting up to date and well communicated
• Use CSAT, service data and feedback to prioritise measurable improvements
• Identify automation and process improvements to enhance efficiency and experience
• Represent GSS across the business and build confidence through visible outcomes
• Shape service development business cases using demand, insight and stakeholder input
• Lead the annual GSS Employee Opinion Survey and engagement actions
• Link employee experience improvements to better stakeholder outcomes
• Provide senior leaders with insight on service trends, risks and stakeholder sentiment
• Coordinate GSS training with L&D and maintain the GSS Training Directory

What you will bring:

• Demonstrable continuous professional development (Institute of Customer Service)
• Recognised Qualification and/or accreditation from the Institute of Customer Services
• Educated to A-level standard
• GCSEs including English and Maths.
• Proficiency in Microsoft Office applications .
• Excellent communication and relationship‑building skills.
• Strong problem‑solving ability and root cause analysis capability.
• Skilled in influencing, negotiation and cross‑functional collaboration.
• Ability to analyse data, identify trends and convert insight into action.
• Strong planning, organisation and governance skills.
• Proven experience in a customer service or shared services environment.
• Experience leading structured service reviews or similar forums.
• Experience managing relationships with senior stakeholders and operational teams.
• Experience working with SLAs, KPIs and performance frameworks.
• Experience delivering continuous improvement or process enhancement initiatives.

We welcome applications from a diverse range of candidates.

Why join Amey?

At Amey, we work on long-term stable contracts so you can plan a long-term career with us. We have been awarded Platinum status by Investors in People which underscores our commitment to supporting our people across every part of our organisation, enabling them to shine. Whether you are starting your career, returning to the workplace or can bring your professional expertise and skills, there is a place for you here.

Our benefits are designed to help you thrive at work and in your home life. You will have the flexibility to choose benefits and development opportunities that are best for you.

• Remuneration - Enjoy a competitive annual salary with the potential for yearly reviews to ensure you’re rewarded for your contributions

• Career Growth: Shine in your career with advancement opportunities

• Training Opportunities : Unlock your potential with comprehensive training, including fully funded leadership programs tailored to your personal growth.

• Holidays - Enjoy at least 25 days of holiday plus bank holidays, and the opportunity to buy further days.

• Pension - Generous pension scheme, with extra contributions from Amey
• Flexible benefits – Customise your benefits with options such as insurance benefits, Cycle2Work scheme and access to discounted gym membership.
• Exclusive Discounts - Access our online portal filled with discounts from leading retailers, healthcare services, and more, helping you save on the things that matter.
• Give Back to community - Two Social Impact Days each year, for volunteering and fundraising opportunities
• Family friendly policies for new parents or if you provide care for a dependant
• Membership of our Affinity Networks who connect, support and inspire diverse communities within Amey

About Amey

Who we are Amey is a global, integrated infrastructure consultancy and operations partner. We design, deliver, protect, and maintain critical assets and systems.

What we do
We advise, design, finance, deliver, and enhance civic, transport, and defence systems. By combining strategic intelligence, engineering, infrastructure finance, and operational expertise, we create secure, resilient, compliant, and high-value outcomes across the lifecycles of new and legacy assets.

To find out more visit our website amey.co.uk/careers