Senior Facilities Manager - Multisite

The Instant Group; Greater London; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Senior Account Manager to oversee operational delivery and client relationships across various locations. This pivotal role involves managing facilities services, ensuring client satisfaction, and driving commercial performance. The ideal candidate will have extensive experience in facilities management, excellent client relationship skills, and a proactive approach to problem-solving. Join a dynamic team that values diversity and fosters a supportive work environment, where your contributions will be recognized and rewarded. This is an exciting opportunity for a results-driven professional looking to make a significant impact in a collaborative setting.

Benefits

Competitive pay scales reviewed annually

Discretionary annual company bonus

Private healthcare and life cover

Hybrid working

Bespoke training programmes

Reward Gateway (discounts!)

Wellbeing Centre

Global Employee Assistance Programme

Colleague recognition scheme

Early finish on a Friday!

Qualifications

• Extensive experience in managing client relationships and facilities services.
• Proven ability to handle incident management and operational reporting.

Responsibilities

• Manage operational delivery and client relationships for multiple locations.
• Ensure compliance with service level agreements and regulations.

Skills

Client Relationship Management

Facilities Management

Change Management

Incident Management

Problem Solving

Multitasking

Financial Oversight

Education

IWFM Qualification

IOSH or NEBOSH Certification

Tools

Power BI

Job description

Senior Account Manager

Department: Services

Employment Type: Permanent

Location: London

Description

The Role

This role is responsible for managing all aspects of operational delivery and client relationships for a portfolio of client locations. You will have full responsibility for any Facilities & Workplace services, your clients’ satisfaction and service experience, and the commercial performance of each location and your team.

Supported by a strong team, you will take a leading role in the contract’s success, including but not limited to; client engagement at a more senior level, supplier relationship management, owning all escalations and agreed reporting and action plans.

Responsible for the line management of others, you will see that all services are delivered to your clients’ agreed specification. You also look beyond this to drive all opportunities to demonstrate Instant as a best in class, complete property solution.

What will you be doing?

• Manage Account/Community Managers, set clear objectives, oversee HR aspects (holiday cover, handovers, succession planning, and cross-training).
• Ensure all facilities services (hard & soft) meet SLAs, cost, and reporting requirements; proactively address service issues and implement improvements.
• Maintain strong relationships with suppliers, landlords, and tenants to ensure service charge obligations and overall performance.
• Ensure adherence to regulatory, H&S, and compliance requirements, participating in scheduled calls with the supply chain.
• Oversee smooth transitions for new and terminating client sites.
• Manage Power BI and bespoke client reporting, liaise with internal stakeholders, and attend key client meetings (QBRs).
• Handle CSAT survey feedback, act as an escalation point, and support incident management.
• Ensure uniform service delivery, manage additional projects, and oversee site compliance and recharging.

Who are we looking for?

• Alignment with our company behaviours: Play To Win, Own Your Outcome, Solve It Together, Help Each Other Grow
• Strong client relationship management with Account Management awareness.
• Extensive hard & soft Facilities Management experience; IWFM qualification desirable.
• Proven ability to manage outsourced suppliers and Helpdesk operations.
• Solid H&S knowledge; IOSH or NEBOSH preferred.
• Experience in incident management and operational reporting.
• Results-driven with expertise in Change Management & Continuous Improvement.
• Strong relationship-building, influencing, and advisory skills.
• Proactive, adaptable, and hands-on problem solver.
• Reliable in emergencies, capable of coordinating incident response.
• Flexible with travel and shifting priorities; skilled in multitasking.
• Accountable for performance, client feedback, and financial oversight.
• Commercially aware with an engaging, confident, and growth-oriented mindset.

What's in it for you?

• Competitive pay scales reviewed annually
• Discretionary annual company bonus
• Private healthcare and life cover
• Hybrid working with a focus on connectivity, flexibility and bigger relationships as part of our workplace experience strategy
• Bespoke training programmes and our bespoke ‘Instant Learning’ portal
• Reward Gateway (discounts!)
• Wellbeing Centre
• Global Employee Assistance Programme
• Brilliant colleague recognition scheme, with quarterly and annual ‘Let’s Celebrate’ awards (with great prizes!)
• Generous referral scheme
• Laptop / tech provided
• Early finish on a Friday!
  
  

At The Instant Group, we prioritise our people and our clients. We are committed to fostering diversity, equality and inclusion, providing equal opportunities in all aspects of employment. Our goal is a workforce that truly reflects society and our customers, creating an environment where every employee feels respected and empowered. When hiring or promoting from within, we see diverse experiences from a variety of backgrounds and welcome all applications regardless of age, gender, race, ethnicity, sexual orientation, religion, disability status or any other dimensions of diversity. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know. We use AI to help us assess applications fairly and objectively.