National Account Manager

Excellerate Services; Birmingham; On-site; GBP 38,000 - 45,000; Full time

Job summary

A leading facilities management company in the UK is seeking a dedicated professional to manage national cleaning contracts. The ideal candidate will possess significant experience in facilities management, including strong financial skills and the ability to maintain client relationships. Responsibilities include overseeing service delivery, ensuring compliance with health and safety standards, and leading a remote team. This role offers a salary of up to £45,000 along with a car allowance and IT equipment.

Benefits

Car allowance

Business mileage reimbursement

IT equipment

Qualifications

• Significant experience managing national or multi-site FM cleaning contracts.
• Strong financial acumen with experience overseeing P&L, reconciliations, and contract uplift processes.
• Proven stakeholder management and client relationship skills at a senior level.
• Excellent knowledge of cleaning operations, equipment, methodologies, and FM compliance requirements.
• Strong leadership skills with experience managing remote teams.
• Competency in reporting, data analysis, and performance improvement.
• High standards of written and verbal communication.

Responsibilities

• Conduct evaluations of client requirements and service delivery performance.
• Lead meetings with clients to discuss contract reviews and performance.
• Implement quality inspection regimes and performance reviews.
• Ensure compliance with health and safety regulations and incident management.
• Deliver training on health, safety, and operational procedures.

Skills

Stakeholder management

Financial acumen

Leadership skills

Cleaning operations knowledge

Data analysis

Communication skills

Job description

Key Responsibilities

1. Reassessing Client Needs and Expectations

• Conduct regular evaluations of client requirements, service delivery performance,and changing operational needs.
• Benchmark service levels, identify gaps, and implement improvements thatalignwith client objectives and industry best practice.
• Develop account-specific reinvigoration plans to ensure a modern, efficient, andclient-aligned service model.

2. Workforce Optimization and Engagement

• Review staffing structures, labour allocation, and productivity metrics to ensureanefficient and motivated workforce.
• Promote colleague engagement, wellbeing, and retention across all sites.
• Ensure workforce deployment aligns with contractual obligations andoperationaldemands.

3. Service Innovation and Modernization

• Introduce new technologies, equipment, methodologies, and service enhancements across the portfolio.
• Lead efficiency reviews and identify opportunities to modernize cleaning processes and FM delivery.
• Support continuous improvement initiatives and contract innovation projects.

4. Quality Assurance and Performance Enhancement

• Implement robust quality inspection regimes, audits, and performance reviews.
• Drive improvements in cleaning standards, statutory checks, productivity, and sitecompliance.
• Analyse quality and performance metrics, implementing corrective action plans asrequired.

5. Strengthening Client Relationship Management

• Act as the key escalation point for all client matters.
• Lead site meetings, contract reviews, and performance discussions.
• Manage contract changes, ad-hoc requests, site closures or additions, andongoing service improvements.
• Complete client surveys and action follow-ups to enhance satisfaction andretention.

6. Risk Reassessment and Compliance Alignment

• Oversee RAMS reviews, H&S documentation compliance, and incident/near-missmanagement.
• Ensure adherence to statutory, insurance, environmental, and policy requirements.
• Maintain fully compliant site documentation and operational risk registers.

7. Embedding Sustainability and CSR Alignment

• Incorporate environmentally conscious products, waste reduction initiatives, andsustainable methods into service delivery.
• Ensure alignment with client and company CSR objectives and reporting requirements.

8. Communication Strategy

• Communicate strategic initiatives, operational changes, and innovation programmes to clients and internal teams.
• Ensure all stakeholders understand the aims, benefits, and operationalrequirements of improvement plans

Operational and Commercial Responsibilities

Financial Management

• Review and manage Contract/Site/Division P&L performance.
• Monitor wage vs. revenue alignment and labour efficiency.
• Reconcile purchase orders (PO) and work orders (WO) across all sites.
• Conduct annual contract uplifts and financial reviews.
• Produce quotations for:- Internal extra works - External/bought-in services- Additional consumables or materials
• Complete reconciliation of consumable and material supply vs. billed usage.

Client Engagement Activities

• Lead site and contract meetings, ensuring actions are recorded and completed.
• Respond to ad-hoc client requests, queries, and escalations.
• Manage contract innovation, continuous improvement projects, and efficiency reviews.
• Coordinate site closures, new site mobilisations, and contract variations.

Equipment Management

• Conduct statutory and quality checks across all equipment.
• Ensure equipment levels, condition, and usage align with contractualobligations.

Reporting & Performance Monitoring

• Deliver accurate site-level reports (quality, attendance, H&S, etc).
• Produce consolidated contract reports (financial, performance scorecards, KPIs).
• Manage exceptions such as HUB tasks, incidents, and escalations.

Health & Safety

• Oversee RAMS creation, review, and implementation.
• Ensure full site documentation compliance (permits, manuals, H&S files).
• Manage near-miss and incident investigations.
• Ensure PAT testing and all statutory compliance activities are completed.
• Conduct regular compliance reviews across insurance, policy, and environmentalrequirements.

Training & Development

• Deliver or coordinate induction, health & safety, and values training.
• Provide training for cleaning tasks, equipment use, and site-specific methods.
• Maintain training on SOPs, assignment instructions, and managementdevelopment.

People Management

• Manage employee relations issues (grievances, disciplinaries, queries).
• Support recruitment and onboarding processes.
• Conduct performance reviews and ongoing team development.

Site Requirements Management

• Maintain site packs and documentation.
• Review consumables, materials, PPE, and uniform needs.
• Ensure work schedules and methodologies are accurate and up to date.

Periodical Works

• Plan periodical cleaning schedules.
• Oversee completion of internal window cleaning and other planned periodic tasks.
• Review and adjust periodic schedules as required.

Experience & Skills Required

• Significant experience managing national or multi-site FM cleaning contracts.
• Strong financial acumen with experience overseeing P&L, reconciliations, and contract uplift processes.
• Proven stakeholder management and client relationship skills at a senior level.
• Excellent knowledge of cleaning operations, equipment, methodologies, andFMcompliance requirements.
• Strong leadership skills with experience managing remote teams.
• Competency in reporting, data analysis, and performance improvement.
• High standards of written and verbal communication.

Location:

Covering sites inHull, Derby, Nottingham, &Slough

Salary:

Up to £45,000

Benefits:

Car allowance, all business mileage paid at a rate of 25p per mile, &IT equipment