Customer Care Manager jobs in United States

We are currently recruiting an experienced Account Manager

The purpose of this role is to provide high quality/compliant Account Management, supporting multiple accounts (as and when required), during bid/tender process, mobilisations and/or transitions. To create and implement strategic account plans, driving customer experience, performance, profitability and growth on associated accounts.

Provide capacity management support across ‘Corporate Sector’ resident engineering accounts, as and when required by HoD. This could range from short term ad-hoc involvement to medium term secondments to support, stabilise and/or, in the development of selected accounts.

The Account Manager will be responsible for supporting sector specific business development, to deliver efficient and effective service provision, in line with agreed budgets and service specifications. Moreover, he/she will monitor and report on the quality and financial performance of all services within the scope of the accounts, to include innovation in service delivery, financial and commercial soundness.

• Provide Leadership, Strategy and Communication with the Integral teams on site. Support and advise on any concerning contract issues.
• Oversee the Planned and Reactive maintenance for all assets identified within the clients CAFM system in accordance with an agreed maintenance regime with the client.
• Undertake analysis of PPM and asset information, to identify opportunities that will create efficiencies/cost saving in delivery and/or increase baseline growth to contract value, through extra services/offerings.
• Oversee and Manage compliance in the operations of FM services on accounts.
• Ensure teams co-ordinate the required statutory inspections, directly and indirectly with the client.
• Ensure internal audits are completed in line with Integral policies.
• Provide sub-contractor control provision for the site wide FM operation.
• Analysis of any service failures and ensuring resilient remedial works are put in place.
• Ensure that a consistent level of service delivery is provided in accordance with the contract SLAs + KPI’s.
• P&L ownership for the contract.
• Contractual performance to supply quarterly financial report.
• Oversee project team delivery, to ensure completion certificates are provided enabling invoices to be raised in a timely manner.
• Monitor and manage Work in Progress to ensure that all works are within expected budget.
• Report to the client on a regular basis the financial position and detail of the contract provision for the site.
• Ensure timely and accurate submission and payment of financial applications

• Must have high quality account management experience within a Building Services environment
• Experience in large single site and multi-site portfolios
• Significant experience in critical environments/facilities and highly process driven organisations
• Proven experience in bid/tender support, sales/contract award process, new work winning/development and generating new opportunities/growth within existing accounts.
• Proven knowledge of the latest maintenance management requirements/solutions, technologies/technology lead solutions.
• High quality experience in managing maintenance contracts of £2m+ turnover pa.
• Competent use of computer software i.e. Microsoft Office package, Building Management System, CAFM/CMMS systems
• Experience and working knowledge of business finance.
• ONC/HNC or equivalent, in relevant engineering discipline
• IOSH/NEBOSH Qualification will be beneficial

• 26 days holiday plus bank holidays
• Company funded health cash plan
• Ability to buy and sell holidays – buy 5 days & sell 3 days
• Life assurance 3x base salary
• CAT2 company pension scheme – employer match up to 5%
• Employee Assistance Program (EAP)
• Cycle to work scheme
• Purchase an electric vehicle via salary sacrifice
• Employee discounts with various brands
• Learning and development programs, training and career opportunities.

You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.

Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where Integral and JLL can take you...