Key Account Manager

Bidvest Noonan; Milton Keynes; On-site; GBP 55,000 - 85,000; Full time

Job summary

Bidvest Noonan is seeking a Key Account Manager to join our JustAsk Business in Milton Keynes. You will be accountable for a multi-site social housing portfolio, driving retention, growth and financial performance while ensuring day-to-day KPIs and service standards are met.

You will lead governance, oversee workforce planning, and develop succession plans to strengthen the organisation's leadership pipeline.

Qualifications

• Significant experience within FM soft services, security, housing, property services, or a related customer-facing environment.
• Proven experience managing large-scale contracts and P&Ls, ideally exceeding £6m.
• Experience operating within a complex matrix organisation with multiple stakeholders and reporting lines.
• Demonstrated success managing geographically dispersed teams across multiple client locations.
• Experience building strategic client relationships and delivering measurable service improvements.

Responsibilities

• Lead the strategic and operational delivery of a multi-site social housing portfolio, ensuring services consistently support client objectives, resident satisfaction, community wellbeing, and contract performance.
• Drive commercial excellence through the effective management of a P&L valued at approximately £6m, identifying opportunities to enhance profitability, service efficiency, and long‑term sustainable growth.
• Collaborate with the Business Development and Growth teams to identify and secure opportunities for portfolio expansion, service innovation, and additional value creation within the social housing sector.
• Use management information, operational data, and performance metrics to generate meaningful customer insights, driving continuous improvement initiatives and informed decision-making.
• Champion exceptional resident and customer experiences by proactively monitoring service delivery standards and ensuring services remain aligned to evolving client and community needs.
• Lead contract governance processes, regularly reviewing performance against contractual KPIs, service level agreements, and compliance requirements, implementing corrective and preventative actions as required.
• Develop a culture of accountability, engagement, and high performance, providing leadership, coaching, and development support to operational management teams.
• Oversee workforce planning, scheduling, and payroll governance, ensuring the effective utilisation of resources while maintaining compliance and service continuity.
• Develop and maintain robust succession and talent development plans, creating clear pathways for progression and strengthening the organisation's future leadership pipeline.
• Support the delivery of social value commitments, contributing to community initiatives, local employment opportunities, resident engagement programmes, and wider ESG objectives.

Skills

Account management

P&L management

Stakeholder management

Leadership

Team management

Data analysis

Job description

We are looking for a Key Account Manager, to join us within our JustAsk Business. You'll be someone who has a proven background managing all operational and commercial requirements across a designated portfolio of sites. Ideally you'll have experience within the within the social housing sector, you'll have full accountability for account retention, growth and financial performance, while also ensuring all day‑to‑day KPIs and service standards are consistently met.

You'll act as the senior point of contact, building and maintaining strong relationships with key customer stakeholders across the portfolio.

Key Responsibilities

• Lead the strategic and operational delivery of a multi-site social housing portfolio, ensuring services consistently support client objectives, resident satisfaction, community wellbeing, and contract performance.
• Drive commercial excellence through the effective management of a P&L valued at approximately £6m, identifying opportunities to enhance profitability, service efficiency, and long‑term sustainable growth.
• Collaborate with the Business Development and Growth teams to identify and secure opportunities for portfolio expansion, service innovation, and additional value creation within the social housing sector.
• Use management information, operational data, and performance metrics to generate meaningful customer insights, driving continuous improvement initiatives and informed decision-making.
• Champion exceptional resident and customer experiences by proactively monitoring service delivery standards and ensuring services remain aligned to evolving client and community needs.
• Lead contract governance processes, regularly reviewing performance against contractual KPIs, service level agreements, and compliance requirements, implementing corrective and preventative actions as required.
• Develop a culture of accountability, engagement, and high performance, providing leadership, coaching, and development support to operational management teams.
• Oversee workforce planning, scheduling, and payroll governance, ensuring the effective utilisation of resources while maintaining compliance and service continuity.
• Develop and maintain robust succession and talent development plans, creating clear pathways for progression and strengthening the organisation's future leadership pipeline.
• Support the delivery of social value commitments, contributing to community initiatives, local employment opportunities, resident engagement programmes, and wider environmental, social, and governance (ESG) objectives.

Knowledge, experience, and competencies

• Significant experience within FM soft services, security, housing, property services, or a related customer-facing environment.
• Proven experience managing large‑scale contracts and P&Ls, ideally exceeding £6m.
• Experience operating within a complex matrix organisation with multiple stakeholders and reporting lines.
• Demonstrated success managing geographically dispersed teams across multiple client locations.
• Experience building strategic client relationships and delivering measurable service improvements.
• Experience within social housing, public sector, property management, or highly regulated environments is highly desirable.