Account Manager

Mitie Group plc.; Leeds; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading facilities management firm based in Leeds is seeking an experienced Account Manager to oversee a portfolio of high-profile projects. The successful candidate will be responsible for leading a dedicated team, ensuring operational and financial compliance, and developing strong customer relationships. Ideal candidates should have significant facilities management experience and relevant certifications. This position offers a unique opportunity to contribute to key client projects while adhering to a high standard of service delivery.

Qualifications

• Must have significant facilities management experience.
• Previous experience in a similar role is essential.
• Strong ability to lead and develop a team is required.

Responsibilities

• Manage a team of site-based Facilities Managers.
• Build long-term customer relationships.
• Ensure compliance with company policies and procedures.

Skills

Leadership

Communication

Customer relationship management

Financial management

Operational compliance

Education

IOSH or NEBOSH Certification

Tools

MS Office Suite

Job description

Job Information We are currently recruiting for an experienced Account Manager to manage a portfolio of high-profile PFI projects, responsible for total facilities management. The successful applicant will have full leadership and financial responsibility with a primary focus on operational and commercial compliance. You will lead, develop, manage, and motivate a support services team to the Mitie standards, ensuring that the client receives services of the highest quality. You will also support the Regional Account Manager in the development of the business strategy in line with current and emerging client needs.

Main Duties Customer

• Build long-term, sustainable customer relationships
• Offer an exceptionally high standard of customer support
• Management of NPS (Net Promoter Score) and annual engagement targets

People

• Manage a team of site-based Facilities Managers within the specific contract, including their adherence to all compliance processes, policies and procedures
• Work closely with the Regional Account Managers to ensure efficiency and visibility on all aspects of the contractual relationship
• Manage the recruitment, induction and training for team when required
• Manage succession planning for team, including annual reviews, 1:1s etc.
• Manage payroll for team of Direct Reports
• Manage disciplinaries, appeals, grievances etc. for team when required

Service Delivery

• Manage service obligations and output specifications
• Understand contractual SLA's and KPI's
• Management of contractual obligations, to be delivered within contracted timescales
• Management of commercial obligations, via the obligations tracker, to be delivered within contracted timescales
• Management of lifecycle and additional works
• Highlight and elevate areas of potential service improvement
• Be the nominated RP (Responsible Person) for various contract compliance

Finance

• Management of cashflow by account including the P&L, accrued income, resource, labour and recharging
• Management of PO and GRN processes
• Highlighting areas of profitability

Compliance

• End-to-end management of statutory PPM and reactive works, assurance and compliance in collaboration with the relevant teams
• Ensuring compliance of Mitie processes, policies and procedures for sites and contracts
• Ensure compliance is achieved, analysed and reported
• Manage risk registers, BCP's and other risk measures
• Produce reports in line with contractual and business requirements
• Management of overall site and contract audit checks
• Management and compliance of all aspects of site and contract related Health & Safety
• Awareness and implementation of company safeguarding policies and procedures
• Promote and safeguard the welfare of children and adults at risk who use the facilities in which Mitie operates
• Be aware of and comply with policies and procedures relating to safeguarding, health, safety and security, confidentiality and data protection, reporting all concerns to an appropriate person

What we are looking for

The successful applicant will ideally have PFI experience, but must have significant FM experience. They will be an excellent leader, and be capable of managing different relationships and stakeholders simultaneously.

Essential

• IOSH or NEBOSH Certification
• Undertake enhanced vetting (DBS/PVG etc.)
• Experience within a similar role
• IT literate, with experience using MSOffice suite
• The ability to lead, manage and develop a team of direct reports
• Strong communication skills, with the ability to effectively communicate across hierarchies and departments