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NB: This vacancy closed to applications on 07/12/2021.

Senior Regional Customer Relations Manager

Job Reference: J87-A-21-1290

Community Health Partnerships
Customer Directorate
South England
£68,000 - £75,000

Main Purpose

  • To support the Regional Director as the lead Customer contact for local Integrated Care Systems and lead the regional Centre Management teams as principal contacts for tenants in our buildings.
  • Act as both the escalation point for any customer issues as well as identify service improvements for development with stakeholders.
  • The post holder will be the lead for the day to day running of the regional customer function and the relationship with local systems and tenants.
  • Will also work with the Regional Director to ensure the LIFTCo directorships are appropriately supported and may be required to be a Director on some LIFTCo Boards.
  • To manage requests for information, reports and briefings from all customer stakeholders and to work across the system to identify potential opportunities or issues and provide support and guidance.
  • The post holder will work as part of the Regional team to ensure the Customer Service team support ICS Infrastructure developments.
  • Work with DHSC and NHSE on national initiatives and attend regional LIFT Boards or Project groups as reasonably required.
  • Ensure regional teams are focused on Customer centric KPIs and outputs. Support the system, stakeholders and customers in strategic planning and service development/rationalisation

Duties, Responsibilities & Accountabilities

Customer Relations

  • Ensure the team conduct regular meetings with local Integrated Care Systems and customers
  • Follow CHP policy on meetings with stakeholders
  • Accountable for delivering an excellent customer experience and continually increasing the measured satisfaction
  • Responsibility for ensuring correct customer invoicing and resolving any issues or queries.
  • Responsible for working closely with Credit control and customer services to ensure that any issues affecting prompt payment are resolved
  • Accountable for the customer debt and seeking resolution
  • Accountable for ensuring the target of all occupancies being documented is achieved
  • Responsible for ensuring that all system stakeholders have full knowledge of all void and vacant space across the portfolio.
  • Oversee any feedback or data gathering for Surveys
  • Accountable for delivery of minor works
  • Accountable for ensuring BUG meetings and any on-site meetings required for best practice Asset Management are well attended and supported and follow all CHP Policies applicable to the meetings
  • Ensure timely reports are sent to Customers
  • Oversee building improvement matters and escalate to the appropriate contact
  • Provide expert skills, guidance, and advice to stakeholders
  • Responsible for innovation and best practice for the utility of the portfolio and its customers
  • Responsible for developing and leading in networks across the system and within CHP

Site management

Responsible for a professional site management service, This includes:

  • Fire evacuation drills
  • Hosting BUG and WSG meetings
  • Collating compliance information where appropriate
  • Reporting any service failures to helpdesk where appropriate
  • Reporting any H&S issues • Ad hoc site audits (Fire, Soft FM, cctv) Utilisation issues
  • Responsibility for managing and delivering an efficient and well used bookable room service
  • Report potential utilisation improvements to the NUM and support the NUM with local initiatives
  • Support projects to monitor the utilisation of buildings/areas
  • Responsible for working across the system to improve utilisation in CHP Portfolio (both bookable and demised space)


  • Accountable for budget management of the non-structural minor works
  • Support the Property Contracts manager with any customer driven changes to occupation, specification or service to ensure accurate budgeting and billing
  • Provide input for and work with Property Contracts Managers for review of annual building budgets and year end reconciliations

Key Interactions

  • Customers
  • ICS System contacts
  • Property Contract Managers BSMs/CRM
  • National bodies
  • Local Authorities & Elected members
  • Health and Wellbeing boards


At CHP we consistently work together to exceed our customers’ expectations by:

  • Doing what we say we’ll do
  • Looking after ourselves and others
  • Investing in relationships • Communicating openly and honestly
  • Developing innovative ideas and solutions
  • Always delivering an excellent service

To be successful in this role you will need to demonstrate a genuine commitment and ability to work in this way.

Please refer to the attached job description for complete job summary for this role.

We reserve the right to close this vacancy before the published closing date once sufficient applications have been received.

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