Account Manager
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Full Time/Permanent
Facilities Management (main)
£40,000 to £49,999
£45,000.00 /year
South East
Reading, Oxford
n/a
28-08-2019 09:07 AM
25/09/2019
Job Summary
Main Function: Account Manager
This is an opportunity to join one of the most exciting service providers in the FM sector, delivering to a number of new contracts within the Pareto portfolio. We are looking for exceptional people in terms of communications, customer service and drive to succeed. To support the Associate Director with implementing and maintaining effective Facilities Management service delivery across the commercial portfolio. Fully get to grips with the processes, procedures and systems in place across the portfolio and work to enhance them. Documenting new procedures and implementing innovation in how things can run most effectively. This role will be based from Reading but include frequent travel to Oxford, Hammersmith and Hemel Hempstead. This role will have four separate client accounts to manage which include Full FM, Engineering and Project Management services:
More details:
- Work directly to support the clients
- Maintain exceptional levels of service standards across all facilities management functions
- Manage directly FM teams including Supervisors, Engineers and Front of House team members.
- Manage core sub-contractors effectively ensuring they are operating in line with their specifications and delivering value for money.
- Completing quarterly audit reviews with all core sub-contractors including SLA scoring.
- Act as the point of escalation for any operational FM issue across the portfolio.
- Meet with client representatives in each country on a regular basis to gain feedback and improve service accordingly.
- Complete, review & update FM procedures, processes and team structures.
- Deliver FM/Customer Service Training to team members.
- Own and drive FM Improvement Projects.
- Carry out FM checks, inspections & audits across the commercial estate.
- To add intelligent thought to processes, procedures, team duties, team structures and implement effective methods for enhancement.
- Deliver the highest level of service standards and customer relationship management.
- Deliver exceptional communication skills with a vibrancy for driving standards forward.
- Must be a self-starter who can work with their own drive and ambition to grow.
Additional Important Areas:
Health & Safety Management
- A thorough understanding of health and safety to ensure compliance across the operating portfolio at all times in line with the company standards.
- Conduct regular audits to ensure statutory items are adhered to.
- Managing RAMS process for all team members including Toolbox Talks.
- Reporting to client on H&S related incidents on an immediate basis.
Service Delivery
- To lead the operational delivery of a number of facilities management contracts in Reading, Oxford, West London & Hemel.
- Develop strong relationships with clients and Pareto FM teams
- Responsibility for financial performance of each contract
- Focus on innovation in service delivery and exceeding customers contractual requirements
- Offering innovation around business processes and leading re-engineering projects
- Oversee the management of projects within the portfolio.
People Management
- Manage 10 direct reports across four contracts
- Communicate effectively in both written and verbal format to ensure that your team are clear about our expectations
- Manage all disciplinary, sickness and grievance in line with Pareto policy with support from your management.
- Provide regular feedback on performance as required
Client Liaison
- Be the key client contact point for all issue
- Provide regular formal and informal client communication
- Facilitate monthly/quarterly client meetings as required
- Write client reports as required
- Minute client meetings
- Be a trusted source of innovation for the client in service delivery
Contract Particulars:
- Title: Account Manager
- Salary: £45,000
- All business travel expenses covered outside of Reading
- Immediate start
- Based from Reading, but includes frequent travel Oxford, West London, Hemel
Essential Criteria:
- Suitable, recent and relevant FM experience (typically 5+ years)
- A BIFM qualification (or similar) level 4 or above
- A minimum of IOSH Managing Safely qualified or equivalent.
- Strong knowledge of FM service delivery across all services lines
- Excellent planning and organizational skills
- Excellent verbal, written communication and presentation skills
- Strong IT skills
- Ability to manage own workload and work on own initiative
- Ability to work in, and adapt to a rapidly changing environment
- Comfortable challenging poor standards or behaviour and implementing change
- Ability to work co-operatively with others to complete tasks and implement process improvements.
Desirable Criteria:
- Multi-site FM management experience preferred
- Appropriate level membership of relevant FM body (BIFM etc.)
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