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Account Manager

2 months ago

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

Atlas is seeking an experienced and dedicated professional to oversee the financial and operational management of 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, including clients, customers, sub-contractors, and advisors, to ensure objectives and contractual service levels are met within agreed KPIs and SLAs across the customer portfolio.
    • Manage the Hard and Soft Services Maintenance Contractual specification, always ensuring the highest service delivery.
    • 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.
    • Attend sites on a regular basis to ensure the standard of delivery of the services.
    • Create a truly customer-focused culture, developing excellent relationships and effective stakeholder management through good communication, taking ownership, delivering our commitments, and working together.
    • Ensure contractual and tender commitments are adhered to and achieved and reported on as required.
  • 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.
    • Create a workspace environment and service delivery that enables the Customer to focus on their core business.
    • Continually review and assess processes and ways of working to lead a best-in-practice service to the Customer.
  • 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 recognize strengths and opportunities for improvement.
    • Ensure that the delivery of all services meets the agreed customer needs for core operational requirements and deliver expected customer satisfaction levels and contractual requirements.
    • Spot opportunities to grow the business and take relevant actions to secure this additional business, working collaboratively with the Commercial and Business Development teams.
  • Managing People
    • Lead, support, and motivate the team so that 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.
    • Ensure the team consistently delivers expected levels of performance, in particular working with the team to continuously enhance our customers' experience.
    • Ensure any issues of poor performance are resolved in a timely and appropriate manner.
    • Work collaboratively with other members of the operational and compliance teams to deliver a comprehensive and cost-effective area-based service.
    • Develop the team based on a competency model, through a process of appraisal, coaching, controlled delegation, and formal training.
    • Manage all HR-related issues for the on-site staff, including annual appraisals, performance management, recruitment, and personal development.
  • Management of Resources
    • Analyze 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.
    • Identify and develop improvements to achieve environmental benefits wherever possible and in line with Atlas's environmental strategy.
  • 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.
    • Operate within agreed operational and/or management guidelines, ensuring company policies and procedures are adhered to, while always working within the limits of the Atlas Corporate Governance.
    • Freedom to operate and further delegate within the confines of Atlas corporate governance and financial guidelines.
    • Operate within agreed operational and/or management guidelines set by Atlas, and always work within the limits of the Atlas Corporate Governance.
    • Create a truly customer-focused culture, developing excellent relationships and effective stakeholder management through good communication, taking ownership, delivering our commitments, and working together.
    • Freedom to operate and further delegate within the confines of Atlas corporate governance and financial guidelines.
    • Freedom to prohibit work within Atlas's responsibility that poses an imminent danger to staff or other persons/equipment/property, etc.
    • Freedom to escalate any H&S issues in the event of serious concerns and to liaise with Atlas's Head of Health & Safety.
    • Undertake detailed reporting and investigation of all incidents and accidents.
  • 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.
    • Provide regular, accurate, and appropriate feedback to those leading the formal supplier and contract management regimes for preferred suppliers.
  • 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.
    • Provide service delivery reports for all service lines as agreed in the framework agreement between both parties.
    • Produce ad-hoc reporting as required, both internally and for the customer.
    • Maintain records of the delivery of services, including correspondence, meeting minutes, action plans, and written notes.
  • 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.
    • Any other activities or tasks that are deemed reasonable for the role.