Account Manager (Midlands based)

Bellrock Group; West Midlands; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

25 days annual leave

Salary exchange pension

Life cover

Health Assured

Enhanced maternity/paternity/adoption

Cycle to work

Job summary

Bellrock is seeking an Account Manager to lead the relationship with a major UK Commercial sector client. The role focuses on delivering exceptional customer service, ensuring planned and reactive maintenance delivery, and identifying opportunities to add value while maintaining contractual obligations.

The role requires strong stakeholder management, coordination with internal teams, and a track record of operational delivery.

Qualifications

• Experience in account management within facilities/building maintenance or similar client-facing roles.
• Strong understanding of SLAs and KPIs.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Maintain and develop the client relationship to meet contractual obligations and SLAs.
• Collaborate with technicians, subcontractors and internal teams to ensure seamless service delivery.
• Identify opportunities for service improvement and expanded offerings to increase account value.
• Prepare and present regular performance reports and business reviews.
• Manage contract renewals and mobilisations while realising commercial opportunities.

Skills

People management

Account management

Facilities management

Building maintenance

CRM

SLAs

KPIs

Stakeholder engagement

MS Office

CAFM systems

Tools

Concerto

CAFM systems

Job description

Account Manager

West Midlands

Role Overview

Responsible for managing and developing the relationship with a major client in the UK Commercial sector, ensuring the safe and effective delivery of planned and reactive maintenance services across their estate.

The role focuses on delivering exceptional customer service to the highest standard, meeting all contractual agreements, and identifying opportunities to add value through continuous improvement and additional services. Being able to build a strategy to create additional commercial opportunity for both the client and Bellrock is key, and needs to be built on a track record of strong operational delivery.

Collaborating with the client, technicians, subcontractors, and internal teams, the Account Manager acts as the primary point of contact for all stakeholders.

Key Responsibilities

• Ensure Compliance with health and safety legislation, statutory maintenance requirements, and Bellrock company policies.
• Build and maintain strong and sustained client relationships through regular meetings and proactive communication.
• Ensure all planned and reactive maintenance tasks are delivered in line with contractual obligations and agreed SLAs.
• Develop strong relationships with internal departments to ensure seamless service delivery.
• Liaise with Bellrock's internal support teams to identify and implement service improvement.
• Monitor performance using KPIs and service reports, identifying trends and improvement opportunities.
• Prepare and present regular performance reports, updates and business reviews.
• Coordinate subcontractor activity to maximise asset uptime and minimise disruption to the client.
• Support mobilisation and manage contract renewals whilst realising commercial opportunities via expanded service offerings and increasing account value.
• Resolve client queries, service issues, promptly and professionally.
• Optimise the benefits of maintaining accurate asset records using Concerto and other business software.
• Management of P&L

Skills & Experience

• Managing a team and people development.
• Proven experience in account management, facilities management, building maintenance, or a similar client-facing role.
• Experience working within the Commerical sector or managing Commercial clients is highly desirable.
• Strong understanding of planned preventative maintenance (PPM), reactive maintenance, and statutory compliance.
• Excellent customer relationship management and stakeholder engagement skills.
• Experience managing service level agreements (SLAs) and key performance indicators (KPIs).
• Strong organisational and project coordination skills with the ability to manage multiple priorities.
• Commercial awareness with experience identifying business development opportunities.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office applications and CAFM or maintenance management systems.
• Demonstrates integrity, accountability, and a strong commitment to health, safety, and compliance.
• Customer-focused with a commitment to delivering exceptional service.
• Professional, confident, and able to build trust with clients at all levels.
• Proactive problem solver with strong decision-making abilities.
• Highly organised with excellent attention to detail.
• Calm and resilient under pressure, particularly when managing service issues.
• Collaborative team player who can build effective relationships across departments.
• Commercially minded with a focus on delivering value for both the client and the business.
• Flexible and adaptable to changing operational priorities.
• Committed to continuous improvement and delivering high-quality outcomes.
• Understanding of building services including mechanical

AI fluency & learning mindset: We are looking for people who actively use AI in their day-to-day work, demonstrate strong curiosity about new technologies, and take ownership for continuously improving how they think, work, and deliver.

Working arrangements

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work between the West Midlands office and your home address on a hybrid basis, Monday to Friday, 08:30-17:00.

What can we offer you?

Upon joining Bellrock, you can expect a comprehensive benefits package including:

• 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it's on us)
• Salary exchange pension scheme
• Life cover
• Paid sick leave
• Health Assured employee assistance and wellness program
• Enhanced maternity, paternity and adoption leave
• Salary sacrifice schemes: Cycle to work
• Holiday purchase scheme of additional 5 days per year
• Offers and discount scheme designed to save money on everyday shopping and essentials
• Healthcare Cashplan
• MotorSave Scheme
• Refer a friend
• Liftshare
• Virtual GP

Why Bellrock?

At Bellrock, our people make the difference.

We support organisations across the UK with property, facilities management, compliance, engineering and technology services, helping our customers create safer, smarter and more sustainable environments.

We're committed to creating a workplace where people feel supported, respected and able to develop their careers. If you're looking for a business where your contribution is valued and where you can continue to learn and grow, we'd love to hear from you.

Inclusion

We welcome applications from people of all backgrounds and experiences and are committed to providing a fair and accessible recruitment process for everyone.