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National Account Manager

2 months ago

Northampton, United Kingdom Atlas Workplace Services Full time

Atlas Workplace Services is seeking an experienced and dedicated Account Manager to oversee the P&L, operational FM management, and delivery of hard facilities management services across a national single customer contract. This role ensures that the portfolio is safe, fit for purpose, and fully operational, meeting client and customer expectations while maintaining the high standards of Atlas. The Account Manager will manage customer interfaces and ensure a positive image of Atlas is upheld.

Key Responsibilities:

Customer/Contract Management:

* Manage a diverse range of internal and external stakeholders, including clients, customers, sub-contractors, and advisors, ensuring objectives and contractual service levels are met within agreed KPIs and SLAs.

* Oversee the Hard Services Maintenance Contractual specification, ensuring the highest service delivery.

* Communicate effectively with customers regarding service delivery and any influencing factors.

* Support the development of service strategies and continuous improvement in conjunction with the client, planning long- and short-term strategies.

* Regularly visit sites to ensure high standards of service delivery.

* Foster a customer-focused culture, maintaining excellent relationships and effective stakeholder management.

Workplace Management:

* Identify opportunities to enhance delivery, self-deliver, and offer value for money to the customer.

* Develop ways of working and service implementation with the Customer Experience and Journey at the forefront of all decisions.

* Create a workspace environment that allows customers to focus on their core business.

* Continuously review and improve processes to lead a best-in-practice service.

Customer Satisfaction:

* Promote a culture of service excellence and continuous improvement.

* Encourage feedback to recognise strengths and identify opportunities for improvement.

* Ensure services meet core operational requirements and customer satisfaction levels.

Managing People:

* Lead, support, and motivate the team, ensuring clarity on operational delivery expectations and business plans.

* Address performance issues promptly and appropriately.

* Manage HR-related issues, including appraisals, performance management, recruitment, and personal development.

Health & Safety and Compliance:

* Ensure site-based staff maintain a quality company image and support client business for a safe and compliant environment.

* Manage PPM and statutory records for full compliance.

* Escalate H&S issues and liaise with Atlas’s Head of Health & Safety as needed.

Financial Management and Reporting:

* Take full responsibility for the P&L of contracts, ensuring adherence to budgets and meeting or exceeding financial targets.

* Produce detailed project costings and service delivery reports as required.

* Maintain records of service delivery, including correspondence, meeting minutes, and action plans.

Minimum Qualifications, Certifications, and Training Required:

* GCSE in English and Maths or equivalent.

Essential Knowledge, Skills, and Experience Required:

* Proven track record in company policy and procedure management and implementation of effective changes.

* Experience in mobilisation and/or transformation project management.

* Financial control coordination, including P&L responsibility and financial targets.

* Experience in producing and presenting internal reports and performance data.

* Direct management of corporate customers, including producing customer reports and hosting performance review meetings.

* Proven track record in auditing service delivery.

* Minimum of 3 years in managing a Hard FM or multi-service operation.

Atlas Workplace Services was built to be different to the faceless organisations in facilities management industry that often lack the human touch. Our ambition is to make buildings and facilities better for the people who work in them. Why do we do this? It’s simple. We know that buildings are better places to be when they are looked after by people who care.

We achieve this by combining our unique understanding with useful technology and an above-and-beyond attitude from our people on the ground and in our support centres. This provides a more personal approach to facilities management and building maintenance services.

We are present right across the UK at more than 1,000 sites and over 11 million square feet of premises. Our services include engineering maintenance, security, cleaning, compliance, reception, energy solutions and more