Operations and Client Relationship Officer

About the role

The Operations and Client Relationship Officer will act as the main liaison for a portfolio of client accounts, ensuring service quality, timely issue resolution, and strong client satisfaction within the real‑estate sector.

Key responsibilities

• Serve as the primary point of contact for client accounts, handling day‑to‑day queries, service requests and escalations.
• Conduct regular site visits and quality checks, working with the QCO team to verify service standards.
• Track and follow up on open issues such as PPE gaps, equipment needs and staffing shortfalls, escalating to Operations or HR when necessary.
• Coordinate with site supervisors and cleaning staff to maintain schedules, staffing levels and consumable supplies.
• Prepare client‑facing service reports and internal status updates on site performance.
• Support contract renewal discussions by flagging service issues, client satisfaction signals and scope changes.
• Liaise with sub‑contractors, including specialist restoration vendors, to monitor project deliverables and timelines.

Required profile

• Minimum OND in Estate Management, Facility Management, Business Administration or a related field.
• At least 2 years of experience in a similar operations, client service or facility‑management role.
• Strong communication, interpersonal and conflict‑resolution abilities.
• Excellent organisational and multitasking skills, with high attention to detail.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft PowerPoint
• CRM or facility‑management software (experience preferred)