Account Manager

TN United Kingdom; Farnborough; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Account Manager to oversee facilities management services across a national contract. In this pivotal role, you will ensure operational excellence and maintain high standards while managing a motivated team. Your expertise in financial control and service delivery will drive client satisfaction and continuous improvement. This position offers an exciting opportunity to lead a dynamic team and make a significant impact on service quality and client relationships. If you are passionate about facilities management and thrive in a fast-paced environment, this role is perfect for you.

Qualifications

• Minimum 3 years managing Hard FM or Multi-Service Operations.
• Proven track record in financial control and P&L responsibility.

Responsibilities

• Oversee P&L and operational management of facilities services.
• Lead a motivated team to ensure high service delivery standards.

Skills

Policy and Procedure Management

Change Implementation

Financial Control

Project Management

Team Management

Service Delivery Auditing

Education

GCSE in English and Maths

NEBOSH General Certificate

IOSH Managing Safely

Job description

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Atlas Workplace Services is seeking an experienced and dedicated Account Manager to Join our team.

As the Account Manager, you will oversee the P&L, operational FM management, and delivery of hard facilities management services across a national single customer contract. This role ensures that the portfolio is safe, fit for purpose, and fully operational, meeting client and customer expectations while maintaining the high standards of Atlas. The Account Manager will manage customer interfaces and ensure a positive image of Atlas is upheld.

The Account Manager will lead and manage a team of highly motivated individuals, be an excellent communicator, a clear decision maker, and an approachable people manager with extensive knowledge of delivering hard facilities management services to the highest standard.

The Account Manager will continuously drive operational improvement to ensure first-class client relationships and the delivery of exceptional customer service levels.

Full budget ownership, responsible for managing revenue and costs for the Customer contract.

Principle Duties and Responsibilities

Customer/Contract Management

• Manage diverse internal and external stakeholders to meet objectives and contractual service levels within KPIs and SLAs.
• Manage Hard and Soft Services Maintenance Contractual specifications, ensuring high service delivery.
• Communicate effectively with the customer regarding service delivery and issues.
• Support development of Service strategies and continuous improvement plans.
• Regular site visits to ensure service standards.
• Develop a customer-focused culture through good communication and ownership.
• Adhere to contractual and tender commitments, reporting as required.

Workplace

• Identify opportunities to enhance delivery and offer value for money.
• Develop ways of working with the Customer Experience and Journey in mind.
• Create an environment that allows the Customer to focus on their core business.

Customer Satisfaction

• Create a culture of service excellence and continuous improvement.
• Encourage feedback to recognize strengths and opportunities.
• Ensure services meet customer needs and contractual requirements.
• Identify opportunities to grow the business collaboratively.

Managing People

• Lead, support, and motivate the team with clarity on expectations and objectives.
• Ensure high performance and continuous enhancement of customer experience.
• Address poor performance promptly.
• Develop the team through appraisal, coaching, and training.
• Manage HR issues including appraisals, recruitment, and development.

Management of Resources

• Analyze scheduled services for maximum benefit and implement improvements.
• Ensure value for money and environmental benefits.

H&S and Compliance

• Portray a quality company image and ensure safety and compliance.
• Maintain PPM and statutory records.
• Work within operational guidelines and escalate serious H&S issues.
• Investigate incidents and manage supplier performance regimes.

Financial Management and Reporting

• Own the P&L, ensuring budgets and financial targets are met.
• Produce detailed project costing and service reports.

Business Support

• Support bidding for new contracts and site visits.
• Collaborate with internal resources to deliver best practices.
• Perform other reasonable activities or tasks.

About You

Minimum Qualifications, Certifications and Training required

• GCSE in English and Maths or Equivalent
• Accredited Health and Safety qualification e.g., NEBOSH General Certificate or IOSH Managing Safely

Knowledge, Skills and Experience for this role

• Proven track record in policy and procedure management, effective change implementation.
• Experience in mobilisation or transformation project management.
• Financial control, including P&L responsibility.
• Internal reporting and performance data presentation.
• Management of large teams (>20 members).
• Auditing service delivery.
• Over 3 years managing a Hard FM or Multi-Service Operation.