National Account Manager

Mitie Cleaning & Hygiene Services; United Kingdom; Remote; GBP 42,000 - 70,000; Full time

Benefits offered by this job

Virtual GP

Salary Finance

MiDeals discounts

Job summary

Mitie Cleaning & Hygiene Services in the United Kingdom seeks a client strategy professional to support National Account customers and drive performance across regional accounts. You will work with service desks and attend monthly team meetings to ensure clients are updated on performance.

The role focuses on building relationships, expanding regional accounts into Key Accounts, and delivering compliant, profitable service delivery.

Qualifications

• Customer service and administration experience and confidence in managing a range of smaller regional accounts, prioritising opportunities, and working as part of a team.
• Good understanding of fire alarm systems, suppression, intruder, CCTV, access control, and compliance frameworks.
• Excellent client relationship skills with the ability to communicate effectively with peers and leadership.
• Build strong relationships with customers by providing prompt, professional support.
• Proactive and solution‑focused with a strong sense of ownership and accountability.

Responsibilities

• Develop and execute a client strategy introducing all our smaller Regional Accounts to all work streams Mitie can offer.
• Lead increased engagement with the Regional Accounts to develop them into Key Accounts.
• Act as main contact for smaller Regional Accounts, ensuring retention, satisfaction, and continuous improvement.
• Provide a contact for the Customer ensuring SLA adherence, compliance, risk management, and contract renewal readiness.
• Review P&L performance with leadership to deliver revenue growth, profitability, and cost-to-serve efficiency.
• Identify upsell/cross-sell opportunities across fire systems, security systems, monitoring, service & maintenance, and project works.
• Undertake commercial negotiations, contract renewals, pricing strategy, and long-term framework agreements.
• Provide accurate forecasts, pipeline reporting, and strategic account plans.

Job description

Job Summary

To support out National Account Customers, running reports working with service desk to ensure the clients are updated on performance, to be part of a team attending monthly meetings with wider team.

Better places, thriving communities.

Better places, thriving communities.

Together our diversity makes us stronger.

Together our diversity makes us stronger.

Job Objectives And Responsibilities

Client Strategy & Relationship Building

• Develop and execute a client strategy introducing all our smaller Regional Accounts to all work streams Mitie can offer.
• Lead increased engagement with the Regional Accounts they are responsible for, with the intention that Regional are developed into Key Accounts.
• The main point of contact for our smaller Regional Accounts, ensuring retention, satisfaction, and continuous improvement.
• Providing a contact for the Customer, ensuring SLA adherence, compliance, risk management, and contract renewal readiness.

Commercial & Financial Accountability

• With the assistance of the leadership team, they will review P&L performance for the smaller regional accountsportfolio they look after, delivering revenue growth, profitability, and cost‑to‑serve efficiency.
• With the assistance of the leadership team, they will have visibility of accounts and analyse where growth and profitability are low and strategize how they can be improved.
• Identify upsell/cross‑sell opportunities across fire systems, security systems, monitoring, service & maintenance, and project works.
• Undertake commercial negotiations, contract renewals, pricing strategy, and long‑term framework agreements with the support from the Director of Key & Regional Accounts for the smaller regional accounts.
• Provide accurate forecasts, pipeline reporting, and strategic account plans, where applicable.

Operational Excellence & Compliance

• Ensure all service delivery meets the Client expectations.
• Handle incoming customer enquiries via phone, email, and online channels.
• Work in partnership with Operations, Engineering, and Compliance teams to drive consistent delivery quality.
• Highlight any shortfalls with compliance, operational or commercial activity.
• Assist with the mobilisation of any new contracts that fall within your region.
• Build strong, long‑term relationships with customers across commercial, industrial, and public‑sector environments
• Promote a full suite of fire‑industry services, including maintenance, testing, inspections, and compliance‑focused solutions
• Identify customer needs and tailor service packages that deliver value and strengthen retention
• Process sales orders accurately and efficiently within internal systems.

Personal Development

• Maintain up‑to‑date product knowledge to support customer requests.
• Drive a collaborative culture between all departments and Support functions.

Market Insight & Innovation

• Monitor changes in fire safety legislation, security technology trends, and emerging client needs.
• Develop strategy around digital solutions and innovation including remote monitoring, analytics, cloud security systems, and predictive maintenance.

Professional Conduct

This job description is intended to give the post holder an appreciation of the role envisaged for the range of duties to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervals.

Person Specification

Essential

• Customer service and administration experience and confidence in managing a range of smaller regional accounts, prioritising opportunities, and working as part of a team.
• Good understanding of fire alarm systems, suppression, intruder, CCTV, access control, and compliance frameworks.
• Excellent client relationship skills with the ability to communicate effectively with their peers and the leadership team.
• Build strong relationships with customers by providing prompt, professional support.
• Proactive and solution‑focused. Strong sense of ownership and accountability.

Desirable

• Good knowledge of Fire & Security systems and the associated legislation.
• Good communication skills and sales administration.

Proven Track Record Key Performance Indicators (KPIs)

• Portfolio revenue growth and profitability
• Client retention and contract renewal rates
• SLA performance, compliance, and audit outcomes
• Customer satisfaction scores (NPS/CSAT)
• Regional performance and development
• Pipeline accuracy and commercial delivery

Benefits

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well‑known retailers, gyms and more through our MiDeals platform. And we have a cycle‑to‑work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Mitie Overview

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

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