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 (e.g., 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!