Atlas Workplace Services is seeking an experienced and dedicated Account Manager to join our team in Farnborough.
As the Account Manager you will oversee the P&L, operational FM management, and delivery of hard facilities management services across a national single customer contract. This role ensures that the portfolio is safe, fit for purpose, and fully operational, meeting client and customer expectations while maintaining the high standards of Atlas. The Account Manager will manage customer interfaces and ensure a positive image of Atlas is upheld.
The Account Manager will lead and manage a team of highly motivated individuals and be an excellent communicator, a clear decision maker and an approachable people manager with an extensive knowledge of delivering hard facilities management services to the highest standard.
The Account manager will continuously drive for operational improvement to ensure first class client relationships and the delivery of exceptional customer service levels are achieved at all times.
Full budget ownership, the Account Manager is responsible for managing revenue and costs for the Customer contract.
Principle Duties and 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.
- To 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
- Working with the Customer and Operational teams identify opportunities to enhance delivery, self-deliver and offer value for money to the customer across the contractual specification and beyond.
- To 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.
To 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 recognise 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.
- To ensure high levels of staff motivation to achieve their objectives as a team across the multiple services.
- Ensure the team consistently deliver 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
- Analyse 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, whilst 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.