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National Account Manager
2 months ago
We are seeking an experienced and dedicated Account Manager to oversee the financial management, operational facilities management, and delivery of hard facilities management services across a national single customer contract.
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 Key Performance Indicators (KPIs) and Service Level Agreements (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.
- Identify and act on opportunities to grow the business in collaboration with the Commercial and Business Development teams.
- Managing People:
- Lead, support, and motivate the team, ensuring clarity on operational delivery expectations and business plans.
- Maintain high levels of staff motivation to achieve team objectives.
- Address performance issues promptly and appropriately.
- Collaborate with operational and compliance teams for comprehensive and cost-effective service delivery.
- Develop the team through appraisal, coaching, delegation, and formal training.
- Manage HR-related issues, including appraisals, performance management, recruitment, and personal development.
- Management of Resources:
- Analyse and improve scheduled facilities services to maximise benefits.
- Ensure value for money in all services and projects.
- Identify and implement environmental improvements aligned with Atlas environmental strategy.
- 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.
- Adhere to Atlas corporate governance and financial guidelines.
- Escalate H&S issues and liaise with Atlas Head of Health & Safety as needed.
- Report and investigate incidents and accidents in detail.
- Supplier Management:
- Implement performance management for suppliers, focusing on safety, service delivery, business continuity, value for money, and best practices.
- Provide regular feedback for supplier and contract management.
- Financial Management and Reporting:
- Take full responsibility for the Profit and Loss (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.
- Business Support:
- Support group efforts in bidding for new contracts and hosting site visits.
- Collaborate with internal resources such as Service Desk, Contract Co-ordination, H&S, HR, and Sales to identify and deliver best practices.