Job Summary

The Facilities Account Manager is responsible for a range of disciplines within the built environment and to our clients, customers and staff alike for the delivery and effective governance of all operational and business processes so as to ensure delivery of a first class service across the contract. You will foster long term profitable relationships with the customer to maintain existing business and identify new business opportunities by delivering operational excellence.

You will manage all hard and soft services coordinating teams with responsible for the quality and consistency delivery across full service lines. You will act as the primary representative within the defined operating area by the effective management of all managers to ensure the delivery of both qualitative and quantitative results. You have full responsibility to coordinate and direct all activities within the assigned area.

The role heavily involves nurturing client relationships in order to stabilise & develop them for long term partnerships, you will be responsible for driving continuous improvement through the account. You will make an impact, be influential with strong communication skills bringing structure to your account.

[It is also a good idea to give some brief background information about your organisation e.g. company size, how long you’ve been in operation, information about specific buildings/premises etc)

Key Responsibilities

[Obviously these responsibilities will vary depending on your organisation and requirements, however we have listed a wide range of potential Office Manager key responsibilities below as a starting point.]

• Determine business plan and operational strategy for accounts and ensure smooth and efficient implementation of service
• Management of large and diverse site service delivery teams
• Management and Financial reporting
• Mechanical and Electrical maintenance planning and control
• Management of contractors
• Customer relationship management
• Significant involvement in the preparation and execution of Business Plans and operational programmes, and the development of business
• Manages the contract relationship, acting as a trusted advisor and thought leader to grow the business relationship with the client
• Acts as an expert in customer’s business, culture, and strategy by pro-actively contributing to the improvement of the client’s business
• Acts as single point of contact for FM related communication to and from the senior client
• Act as team leader and be responsible for provision of all services that touch customer; manage escalation process
• Maintains effective communication on significant matters with and between all functional areas of the account team and the service delivery team, as well as within executive leadership
• Supports growth of customer’s business through the development and execution of an Account Business Plan
• Ensure compliance with legal statutory requirements and COS governance for all aspects of  the account
• Ensure client satisfaction and issue resolution achieved as required

Knowledge, Experience and Qualifications

• Bachelor’s Degree or equivalent
• Strong PC skills, MS Office; good administrative skills
• Industrial FM experience
• Engineering background
• Broad knowledge of multiple service lines and their benefit to an organisation
• IOSH ideally NEBOSH
• Experience of service delivery through self-performance and / or via contractors or 3rd party suppliers
• Ability to increase contract value through identification of business opportunity
• Thorough understanding of contracts and negotiation relative to the FM environment.

Skills and personal attributes

• Broad commercial experience and business acumen and knowledge of external industry developments & contract development models
• Strong communication, and negotiation skills
• Excellent client relationship management
• Proven experience of developing profitable relationships
• Relationship builder and experience in working in a matrix delivery environment
• Financially astute – P&L responsibility
• Outstanding leadership and strategic abilities