Job objectives and responsibilities

• To work as a member of the Mitie Security Systems Sales and Operations Management team, supporting the effective co-ordination of Key and Regional Accounts. Working closely with Account Managers, Sales, Surveyors, Service Desk, Engineering and Project teams to ensure customer requirements are understood, service delivery is effectively co-ordinated and contractual obligations are consistently met.
• To take ownership of the day-to-day co-ordination of service delivery for allocated accounts, ensuring planned preventative maintenance, reactive maintenance and additional works are delivered in line with contractual commitments, agreed service levels and customer expectations.
• To act as a central point of contact between customers and internal stakeholders, co-ordinating activity, monitoring outstanding actions and facilitating the timely resolution of service issues to improve customer satisfaction and retention.
• To support Account Managers in the effective management and development of the account portfolio by providing accurate performance information, identifying service improvement opportunities and highlighting potential additional works and account growth opportunities.
• To proactively monitor account performance and service delivery, identifying emerging risks, recurring issues and opportunities for improvement, ensuring appropriate actions are taken and escalated where necessary.
• To support the delivery of the business Service Strategy, ensuring compliance with contractual, legal, regulatory, Health, Safety, Environment and Quality (HSEQ) requirements and the Mitie Business Management System.

Main duties

• Co-ordinate the day-to-day management of allocated accounts, ensuring customer requirements, contractual commitments and service expectations are understood and effectively communicated to the relevant internal teams.
• Act as a key point of contact for allocated customers, providing timely updates on planned maintenance, reactive calls, outstanding remedial works, quotations and additional small works.
• Develop and maintain effective working relationships with customers and internal stakeholders to support customer satisfaction, retention and consistent service delivery.
• Co-ordinate planned preventative maintenance, reactive maintenance and small works activity, working closely with the Service Desk, Engineering, Projects, Surveyors and subcontractors to ensure delivery within agreed timescales.
• Monitor outstanding service calls, remedial works, quotations, parts requirements and other operational actions, proactively following up with the relevant teams to ensure progress and completion.
• Proactively identify potential risks to service delivery, customer satisfaction, contractual compliance and account retention, ensuring these are communicated and addressed in a timely manner.
• Maintain accurate account records, including customer communications, service performance, outstanding actions, contractual requirements and potential risks, ensuring information is accessible to relevant stakeholders.
• Work collaboratively with Account Managers to identify opportunities to improve service delivery, strengthen customer relationships and enhance the overall customer experience.
• Identify potential additional works, service requirements and opportunities for account development, working with Account Managers, Sales and Surveyors to ensure these are appropriately progressed.
• Assist with contract renewal preparation and account reviews by providing relevant service performance information.
• Ensure changes to customer requirements, additional works and potential variations are communicated to the appropriate stakeholders and managed through the relevant commercial and approval processes.
• Follow the Mitie Business Management System, ensuring processes, documentation and reporting are maintained accurately and in accordance with company requirements.

Person Specification

• Demonstrates strong knowledge and practical understanding of Health, Safety, Environment and Quality (HSEQ) systems, including the effective management of safe systems of work across diverse environments.
• Demonstrates strong customer service skills, with the ability to build effective relationships and deliver a proactive, professional and responsive customer experience.
• Possesses strong organisational and co-ordination skills, with the ability to manage multiple accounts, competing priorities and deadlines effectively in a face paced environment.
• Possesses commercial awareness, understanding the importance of customer retention, contract performance, cost control and the identification of additional service opportunities.
• Works collaboratively across multiple teams, building effective relationships and influencing stakeholders to achieve positive outcomes for customers and the business.
• Is customer-focused and understands the importance of delivering against contractual commitments, managing expectations and maintaining customer confidence.
• Takes a collaborative and solutions-focused approach, demonstrating a willingness to support colleagues and contribute to the wider success of the Key and Regional Accounts team.