Job Overview

• To ensure that key contract are run safely and efficiently and to required standard.
• Ensure service is delivered in line with contractual SLA's and KPI's and challenge improvements.
• Maximise profitability and revenue opportunities within the account.
• Ensure client satisfaction is maintained and performance excels expectations.

Main Duties

• Regular communication with client or their representatives, attending weekly conference calls, monthly meetings and quarterly contract reviews.
• Produce pricing for additional locations and/or service lines as requested by the client.
• Review opportunities to increase revenue through additional services lines such as Security, Pest, Landscaping, Waste and Technical Services
• Ensure additional once off work outside of specification and/or scope is documented with the client, actioned and costs recovered.
• Own P&L of account and attend regular monthly finance reviews.
• Track all budget streams versus spend and implement corrective actions as required via field-based team.
• Ensure cost control documents are kept up to date with variations to contract.
• Update billing with contract variations to ensure revenue is maximised and costs recovered.
• Client complaints and concerns are investigated and rectified swiftly. Action is recorded within MI reporting.
• Produce client monthly reports and account updates.
• Strive for continuous improvement by means of innovations new market through creation of an account technology roadmap, supported by Mitie CHCE.
• Share industry news and best practice with the client, including Mitie Group developments and initiatives.
• Review cost saving initiatives to work in partnership with the client
• Liaise with Mitie stakeholders and suppliers to deliver service and management information to form reporting.
• Build relationships within the business with Service Support Managers and Regional Operations Managers to deliver the cleaning service.
• Manage escalated issues to completion engaging with appropriate stakeholders.
• Ensure monthly & quarterly Q-Audits as defined by the contract are completed and on time.
• Review Q-Audit failed audit scores, with performance improvement plan to resolution.
• Review and track plant equipment, maintenance, and compliance for client.
• Ensure QHSE compliance contract wide working closely with regional teams.
• Review social value opportunities to support Mitie and the client in the community.
• Engage with the client on plan zero commitments and how Mitie can support.
• Adapt to change and new technologies available to enhance and develop the contract including Merlin and other software platforms.
• Brand ambassador for Mitie promoting employee benefits and enhancing engagement, supported through Mitie Star reward scheme.
• Achieve customer satisfaction demonstrated through NPS survey engagement and results.
• Manage own time effectively to complete all given duties within role.
• Roll out national account initiatives with the regional stakeholders.
• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.

What we are looking for

• Experienced within field based account management and delivering results
• Experience within the cleaning industry is preferred but not essential
• Can demonstrate a passion for developing relationships internally and externally
• Communication and people management skills
• Self-motivated and Proactive
• Flexible and willing to travel on a regular basis to visit client sites
• Proficient in high level use of Microsoft suite of programmes and good overall IT skills
• This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.