Job objectives and responsibilities

• To work as a member of the Mitie Security Systems Sales & Operations Management teams supporting Key Accounts and working closely with Sales, Service Desk and Project teams to ensure customer retention and growth
• To own the overall quality of service delivery for the contract ensuring account longevity, maximisation of account potential and financial improvement, by ensuring we meet the customers contractual obligations in regard to delivery of PPM, Reactive calls and additional Small Works
• Hold regular Customer meetings to review contractual performance and any agreed KPI's
• To develop a forum with each client that will capture their strategic ambitions for fire & security in order to develop client specific solutions and to maximise the key account potential through “whitespace” opportunities
• Acountability for the pipeline and forecast of allocated accounts. Achieve targets, introduce new service lines and maximising account account growth and white space penetraction
• To ensure compliance with all Legal and Regulatory requirements
• To support the business Service strategy and to deliver the required customer service and financial performance
• To engage with correct key stakeholders who hold fire & security responsibilities to ensure we align with their strategic needs 

Main duties

• Improve Customer Satisfaction via professional customer management working with operational colleagues to address any issues. Culture to include continuous improvement and ‘value add' mentality
• To understand all allocated account deliverables and their individual business requirements and to work closely with account key contacts to seek feedback and knowledge of future needs and requirements
• Share with key contacts new products and solutions
• Management of account performance to ensure account longevity, maximise account potential and financial improvement. To maximise all opportunities within the account
• To manage renewals of allocated accounts and take responsibility for the account renewal process ensuring contract margins are maximised. To ensure contract performance is reviewed at least annually
• Understand the customer's needs to ensure Service Delivery meets contractual obligations. To support and advise engineers and subcontractors on the customer's requirements both current and future
• To position the business to become a strategic partner with major customers to deliver mutually profitable business solutions
• To develop customer loyalty and satisfaction. Working with customers to secure and grow long term profitable relationships
• Provide an escalation point for any service issues and facilitate resolutions
• To ensure compliance with the Company quality standards and safeguard the quality of operational delivery and processes
• To operate to the highest business standards, manage risk and protect the Mitie brand
• To ensure the company operates in accordance within relevant Standards and Codes of Practice
• To lead compliance and implementation of Mitie values, principles, initiatives and governance requirements throughout the Regions
• Follow the Companies Business Management System to achieve 100% compliance

Person Specification

• Can demonstrate knowledge and understanding of Health, Safety, Environment and Quality systems and the management of safe systems of work associated with the role and work environment.
• Able to represent Mitie effectively at both internal and external meetings
• Leads by example in all role activities
• Good Commercial Acumen
• Good leadership and management skills
• Good communication skills
• Effective time management skills
• Excellent customer focus