Background & Client Overview
Mainstay, a leading UK property management company with operations across the country, appointed Maxwell Stephens to recruit an experienced Facilities Account Manager to support its growing portfolio.
The role was strategically important, requiring a professional who could oversee a broad range of Facilities Management services while leading teams, managing contractors, maintaining compliance and driving strong commercial performance.
Mainstay needed someone who could combine hard and soft FM expertise with strong people management, financial control and customer relationship skills, while maintaining the high service standards expected across its property portfolio.
The Recruitment Challenge
The Facilities Account Manager role required a well-rounded FM professional with the ability to operate across multiple disciplines.
The successful candidate needed to demonstrate:
Broad FM Expertise
Strong experience across both hard and soft Facilities Management services, including maintenance, security, cleaning and grounds management.
Leadership & Team Management
The ability to lead, develop and motivate teams while managing performance, training and ongoing development.
Commercial Awareness
Experience in financial reporting, budget control and improving business performance across a property portfolio.
Health & Safety Knowledge
A strong understanding of compliance requirements, supported by relevant qualifications and professional development.
Contractor & Supplier Management
The ability to manage external contractors effectively, maintain service standards and ensure compliance.
Customer Focus
A proven ability to build strong client relationships and respond proactively to operational issues.
Our Recruitment Approach
Maxwell Stephens carried out a focused recruitment process designed to identify candidates who could meet both the technical and commercial requirements of the position.
We looked for professionals with strong multi-site or multi-property experience, proven leadership capability and the confidence to take ownership of operational performance.
The successful candidate brought an impressive background across both hard and soft FM services, held a NEBOSH General Certificate, was a member of BIFM, and had extensive experience managing property portfolios and supporting business growth.
Their strong understanding of business systems and ability to introduce new operational procedures made them particularly well suited to the role.
Key Responsibilities
Team Leadership
Led and managed the Facilities Management team, overseeing performance, training and development to maintain strong service standards.
Operational Management
Planned, implemented and controlled site operations, ensuring the consistent delivery of a first-class Facilities Management service.
Financial & Business Performance
Managed financial reporting and budget control while identifying opportunities to improve efficiency and strengthen overall business performance.
Hard & Soft FM Services
Oversaw mechanical and electrical maintenance planning alongside security, cleaning, grounds maintenance and other core Facilities Management services.
Contractor Management
Managed supplier and contractor relationships, ensuring agreed standards were maintained and services were delivered effectively.
Customer Relationship Management
Maintained strong working relationships with clients, responding quickly to issues and ensuring high levels of customer satisfaction.
Quality Assurance
Conducted audits and inspections to monitor service quality, identify areas for improvement and maintain consistent standards.
Health & Safety Compliance
Ensured Facilities Management activities were carried out in accordance with relevant health and safety requirements, helping maintain a safe environment for occupants and visitors.
Impact & Results
The appointment delivered clear improvements across operational performance, team management, commercial control and client service.
Enhanced Team Performance
Strong leadership, clearer accountability and a greater focus on development helped improve team performance and morale across the Facilities Management function.
Improved Operational Efficiency
More structured management of site operations, maintenance and service delivery created a more efficient and consistent approach across the portfolio.
Stronger Financial Control
Improved financial reporting and budget oversight provided greater visibility over expenditure and supported better commercial decision-making.
Better Contractor Performance
Closer management of suppliers and contractors strengthened service quality, accountability and compliance.
Improved Customer Satisfaction
Proactive communication and responsive service delivery helped strengthen client relationships and build greater confidence in the Facilities Management service.
Stronger Health & Safety Compliance
A rigorous approach to health and safety helped ensure appropriate standards were maintained across the managed properties.
Outcome
The successful appointment of the Facilities Account Manager demonstrates Maxwell Stephens’ ability to recruit professionals who can combine operational expertise, commercial management, team leadership and customer focus within complex property environments.
The candidate brought the experience and qualifications required to strengthen day-to-day service delivery while also improving financial control, supplier performance and client satisfaction.
Looking for an experienced Facilities Account Manager to improve performance across your property portfolio? Contact Maxwell Stephens to discuss your recruitment requirements.