Account Manager

ST James Facilities; Greater London; On-site; GBP 32,000 - 52,000; Full time

Job summary

ST James Facilities is seeking an Account Manager to supervise on-site teams, ensure attendance coverage, and uphold standards across multiple sites in Greater London.

You will work closely with the Admin Support Manager to schedule tasks, conduct reviews, interview new colleagues, and maintain documentation. The role also involves enhancing the guest journey, leading HR conversations, and ensuring ISO 9001/14001 compliance.

Qualifications

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

Responsibilities

• Ensure all planned and unplanned absences are covered by trained personnel.
• Own and be accountable for smaller sites within St James.
• Understand site processes, opening/closing procedures and security contacts.
• Know the scheduling system used for staff.
• Conduct interim and probationary reviews with action plans.
• Ensure colleagues have signed job descriptions.
• Visit sites to provide support and guidance.
• Interview potential new colleagues.
• Review Operations Manuals for currency and relevance.
• Support building events and apps/popups for buildings and socials.
• Conduct annual appraisal reviews.
• Keep H&S paperwork, risk assessments and DSE forms updated.
• Record absences for the team.
• Enhance the customer brand and guest experience.
• Lead by example with grooming standards.
• Cover sites ad hoc if needed.
• Provide service innovations and work with CST on seamless guest journeys.
• Create and maintain databases and reports.
• Manage difficult conversations calmly and professionally.
• Lead on first-line HR matters (performance, returns-to-work, counselling).
• Maintain good working relationships and comply with policies.
• Work within ISO 9001 and 14001 frameworks.

Skills

People management

Customer service

Communication skills

Organisational skills

Team leadership

Problem solving

Detail orientation

Professional demeanor

Tools

Microsoft Office

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.