Account Director

3 weeks ago

England, UK, United Kingdom Mitie Full time

Join us and help deliver the exceptional, every day.


Job objectives and responsibilities

· The management of the Customer Relationship and Performance across all sites under the contract.

· The Proactive ownership of the quality delivery and maintenance issues within the buildings, leveraging of customer relationships as well as internal relationships within the mobile operations teams.

· Visiting the buildings and client engaging / developing customer relationships across the contract.

· Attending Client, Regional and National Meetings ensuring the performance and quality of planned activity, reactive repairs and small works is the very best driving the excellence everyday culture.

· Ensuring WIP, Finance and Operational Reporting is completed weekly and monthly as per the plan.

· Drive operational excellence and client relations.

· Drive Contract P & L Growth with additional services where these can be delivered.

Main duties

· Manage through the management structure Health & Safety Compliance & Quality Assurance Management – Site Audits, Compliance Reviews, Investigations

· Leadership & Management –Demonstrate strong management capabilities at all time, excellent organisation, time management, procedure and process management

· Meet and or exceed Budget Targets set within the Profit and Loss Account, utilising reports and effective and efficient team management

· Additional Revenue – Identify additional revenue opportunities in line with appropriate targets

· WIP management – Ensure proactive management of WIP and drive to reduce this by ensuring high levels of First Time Fix and ensuring a strong partnership exists with the Engineering Planners

· Management of Sub Contractors – Proactively manage the delivery of services from agreed Sub Contractors where your team cannot self-deliver and strive to reduce the use of Sub Contractors

· Excellent Customer Relationship Management – Develop strong relationships with all your customers ensuring escalations reach you first, develop trust and high levels of communication always

· Planning – Support the Helpdesk co-ordinators in ensuring that the monthly PM plans are accurate and maximised for excellent utilisation of the engineers

· To be flexible and undertake other duties to accommodate operational requirements.

· Management of large project works from sub-contractor selection, quote generation and job completion.

· Management of internal quote log and issuing of small-medium value quotations directly to the client.

Person Specification

· Able to demonstrate experience in either the M&E / FM industries

· Must be able to demonstrate a technical background

· Demonstrable experience of Direct Management of client relations.

· Organising and managing teams

· Determined to own problems to solution

· Create and work within a strong team environment.

· A good understanding of Customer Service Levels and Key Performance Indicators

· Commercially aware.

· Ability to work on own initiative, to a high level of accuracy and meet deadlines.

· Good communication and IT skills.

· Strong people management leadership and Influencing Skills

· Good decision maker

· Passion for customer service and experience of developing strong relationships with customers

Our market-leading offering provides you with benefits that suit your lifestyle.


We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.


When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices


We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).


We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000


Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.


Since 1987, Mitie’s 68,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.


Join our Mitie Team.

  • Together our diversity makes us stronger.

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