Operations Account Manager
4 weeks ago
Job title
Operational Key Accounts Manager
3 days in the office - 2 days working from home
Laptop provided
Function
Laundry & Catering Customer Services
Responsible for staff
Account Managers – FTE 10 = 1 expert, 8 Account co-ordinators, 1 admin
Circuit – FTE = 1 team leader (who has 5 direct reports)
About our business
JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.
The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working daily with customers.
When you join the JLA family, you'll also gain access to an extensive benefits package.
We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life's challenges. We also offer up to 8 counseling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.
Role overview
This is a critical role accountable for leading the Circuit Operations Management Team and Key Account Management team within Laundry & Catering Customer Services.
They will be accountable for the delivery of a first class and efficient service to both internal and external stakeholders and customers. They will manage the operational performance of the teams, to ensure the successful delivery of the business strategy and objectives.
Key tasks
- Develop, engage and lead the Circuit team and Key account management team that are driven to deliver the operational targets and business strategy, with a focus on continuous improvement and customer experience.
- Instil a customer focused culture and a right first-time approach, including attending all customer meetings for our Account Managed customer base.
- Promote and lead on process improvement to drive efficiencies within the teams.
- Lead on projects throughout the year to ensure we deliver a great service for our customers and internal stakeholders.
- Data analysis – be able to provide and analyse data for both customers and key stakeholders, to ensure that KPIs are achieved and to maximise customer satisfaction.
- Circuit - Work closely with field sales and CRMS to ensure effective service delivery.
- Ensure the appropriate review of information is undertaken including WIP (Work in Progress) management, account reviews and development of mitigation plans covering people, processes, systems and metrics.
- Liaise with commercial within account management to discuss current and new contracts, to ensure resource requirements are scoped as part of the contract mobilisation process.
- Own the Key Account Customer Health Score card to identify opportunities for operational improvement.
Criteria
Knowledge and Skills (what you know and what you can do)
- Confident communicator
- Customer service skills
- Strong leadership
- Strong organisational skills
- Analytical skills
- Ability to deliver process improvement
Experience (what you have done)
- Experienced People Leader
- Expertise in analysing data sets and using insight to make effective decisions
- Dealing directly with customers
- Experience of managing multiple work-streams and processes.
- Experience of presenting data to customers and internal stakeholders
- Have worked in a commercially driven environment
Personal qualities
(the way you think and act)
- Able to work in a fast-paced environment and be able to demonstrate strong resilience and decision making
- Customer focused with a desire to increase customer engagement and satisfaction
- Desire to drive continuous improvement
- The ability to work successfully in a target-based environment
- Strong interpersonal skills and track record of effective stakeholder management
- Team player with a can-do attitude
Job Types: Temporary, Fixed term contract
Contract length: 12 months
Pay: £32,760.00-£40,400.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Gym membership
- On-site parking
- Referral programme
- Sick pay
- Store discount
Schedule:
- Monday to Friday
Application question(s):
- Are you able to commit to the full 12 month contract?
- How many people have you managed at one time?
Experience:
- Account management: 1 year (required)
- Team management: 1 year (required)
Work Location: Hybrid remote in Sowerby Bridge HX6 4AJ
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