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Account Manager

2 months ago

Farnborough, Hampshire, United Kingdom Atlas Full time
About The Role

Atlas Workplace Services is seeking an experienced and dedicated professional to oversee the delivery of hard facilities management services across a national single customer contract. As the Account Manager, you will be responsible for ensuring the portfolio is safe, fit for purpose, and fully operational, meeting client and customer expectations while maintaining the high standards of Atlas.

Key Responsibilities
  • Customer/Contract Management
    • Manage a diverse range of internal and external stakeholders to ensure objectives and contractual service levels are met within agreed KPIs and SLAs across the Customer portfolio.
    • Communicate effectively with the customer in relation to service delivery and any issues, including internal and external factors influencing service delivery.
    • Support the development of Service strategies and continuous improvement in conjunction with the client, planning long- and short-term strategies for service delivery and projects.
  • Workplace
    • Work with the Customer and Operational teams to identify opportunities to enhance delivery, self-deliver, and offer value for money to the customer across the contractual specification and beyond.
    • Develop ways of working and implementation of services with the Customer Experience and Journey at the forefront of all decisions.
  • Customer Satisfaction
    • Create a culture of service excellence based on continuous improvement and productivity through the management of the on-site team and contract support functions.
    • Encourage informal and formal feedback to recognise strengths and opportunities for improvement.
  • Managing People
    • Lead, support, and motivate the team to ensure employees have clarity regarding the operational delivery expectations of their roles, our strategy, and short- and long-term business plans.
    • Ensure high levels of staff motivation to achieve their objectives as a team across the multiple services.
  • Management of Resources
    • Analyse the frequency and impact of Scheduled Facilities Services to ensure maximum benefit is achieved at all times, developing and introducing corrective recommendations where necessary.
    • Ensure value for money in the delivery of all services and projects.
  • H&S and Compliance
    • Ensure a quality company image is portrayed by site-based staff and our Client's business is respected and supported at all times to ensure a safe and compliant environment.
    • Manage and maintain all PPM and statutory records to ensure a fully compliant service delivery at all times.
  • Supplier Management
    • Manage a performance management regime for all suppliers ensuring focus on safety, service delivery, business continuity, value for money, and best practice, in line with Atlas standards and expectations.
  • Financial Management and Reporting
    • Full responsibility for the P&L of the contract/s to ensure budgets are adhered to on a monthly basis and financial targets are met or exceeded.
    • Produce detailed project costing as required by the client, ensuring correct margin levels are maintained against the profitability of the contract.
  • Business Support
    • Support the group in bidding for new contracts as required and hosting site visits as requested.
    • Work with and support internal resources such as Service Desk, Contract Co-ordination, H&S, HR, and Sales to ensure best practice is identified and delivered at all times.
About You

We are looking for a highly motivated and experienced professional with a proven track record of company policy and procedure management and reviewing, implementing effective change. You should have mobilisation and/or transformation project management experience, financial control co-ordination, including P&L responsibility and financial targets, and internal report and performance data production and presentation.

You should also have corporate customer direct management experience, including producing customer reports and hosting performance review meetings, people management experience of large teams of 20+, and a proven track record of auditing service delivery. A minimum of 3 years' management of a hard FM or multi-service operation is required.