Account Manager

ST James Facilities; City Of London; On-site; GBP 40,000 - 54,000; Full time

Job summary

ST James Facilities is seeking an Account Manager to provide on-site support and guidance, supervise multiple sites, and ensure processes are followed. You will work closely with the Admin Support Manager to coordinate schedules and cover.

You will lead the team, conduct reviews, manage HR matters at first line, maintain site standards, and enhance customer experience. A professional, well-groomed, customer-focused individual is required to uphold brand values.

Qualifications

• Proven customer service experience in a corporate setting.
• Experience managing a team and overseeing site operations.
• Excellent written and spoken English.

Responsibilities

• Supervise multiple sites and ensure adherence to procedures.
• Coordinate staffing, cover absences, and manage scheduling.
• Conduct interim and probationary reviews and provide feedback.
• Support HR matters at first line and advise on staff concerns.
• Maintain site standards and enhance customer experience.
• Liaise with Admin Support Manager to align on plans.

Skills

Customer service experience

Team management

English language proficiency

IT skills (MS Office)

On-site supervision

HR and performance management

Tools

Microsoft Office

Scheduling systems

Job description

Overall Purpose

The role of the Account Manager is to provide support and guidance to colleagues on site. This includes supervising sites ensuring process and procedures are being adhered to, as well as, standards being upheld. Working very closely with the Admin Support Manager ensuring appropriate and timely schedules as well as cover.

Role and Responsibilities

• To ensure all planned and unplanned absences are covered by trained personnel.
• Ownership and accountability for the smaller sites within St James.
• Full understanding of process and procedures of sites, opening and closing procedures and any security contacts.
• To understand the appropriate system that manages the scheduling of all staff members.
• Conduct interim and probationary reviews - devise a plan, implement and Obtain appropriate feedback.
• Ensure all colleagues have signed job descriptions.
• Visit and spend quality time at each site, providing support, advice and/or guidance.
• Interview potential new colleagues.
• Review periodically Operations Manuals to ensure information is current and relevant.
• Assist and support with building events, pop ups as and population of building apps and socials.
• Conduct appraisal reviews on an annual basis.
• All H&S paperwork e risk assessments and DSE forms are up to date on an annual basis.
• Record all forms of absences for the team.
• Enhance our customer brand.
• To be a visible role model for St This includes high grooming standards and leading by example.
• On an ad hoc basis may need to cover sites.
• Provide service innovations enhancements and work with CST in maintaining a seamless and personal guest journey.
• Create and maintaining databases and reports.
• Manage difficult conversations in a calm and professional manner.
• Lead on first line HR matters, this includes performance management, Return to Work interviews, Advice and Counselling meetings etc.
• To maintain good working relationships with colleagues.
• Adhering to St James policies and procedures.
• Work within the framework ISO 9001 and 14001.
• Any other duties as deemed necessary to support the client, customer, colleagues and St James.

Knowledge

• Proven working knowledge of customer service experience.
• Previous experience is essential in a similar corporate background.
• Previous experience in managing a team.
• Excellent command of the English language.
• Working knowledge of IT with experience of using Microsoft Office.

Skills

• Strong customer service ethos.
• Ability to communicate at all levels.
• People management, team work and self-motivation.
• Encourage and inspire the team to work together.
• Excellent organisational skills.
• Flexibility and a can-do attitude.
• Approachable.
• Pride and attention to detail.
• Ability to lead by example.
• Professional and warm personality.