National Account Manager

Atlas Workplace Services is seeking an experienced and dedicated Account Manager to 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.

Key Responsibilities:

Customer/Contract Management:

• Manage a diverse range of internal and external stakeholders, including clients, customers, sub-contractors, and advisors, ensuring objectives and contractual service levels are met within agreed KPIs and SLAs.
• Oversee the Hard Services Maintenance Contractual specification, ensuring the highest service delivery.
• Communicate effectively with customers regarding service delivery and any influencing factors.
• Support the development of service strategies and continuous improvement in conjunction with the client, planning long- and short-term strategies.
• Regularly visit sites to ensure high standards of service delivery.
• Foster a customer-focused culture, maintaining excellent relationships and effective stakeholder management.

Workplace Management:

• Identify opportunities to enhance delivery, self-deliver, and offer value for money to the customer.
• Develop ways of working and service implementation with the Customer Experience and Journey at the forefront of all decisions.
• Create a workspace environment that allows customers to focus on their core business.
• Continuously review and improve processes to lead a best-in-practice service.

Customer Satisfaction:

• Promote a culture of service excellence and continuous improvement.
• Encourage feedback to recognise strengths and identify opportunities for improvement.
• Ensure services meet core operational requirements and customer satisfaction levels.
• Identify and act on opportunities to grow the business in collaboration with the Commercial and Business Development teams.

Managing People:

• Lead, support, and motivate the team, ensuring clarity on operational delivery expectations and business plans.
• Maintain high levels of staff motivation to achieve team objectives.
• Address performance issues promptly and appropriately.
• Collaborate with operational and compliance teams for comprehensive and cost-effective service delivery.
• Develop the team through appraisal, coaching, delegation, and formal training.
• Manage HR-related issues, including appraisals, performance management, recruitment, and personal development.

Management of Resources:

• Analyse and improve scheduled facilities services to maximise benefits.
• Ensure value for money in all services and projects.
• Identify and implement environmental improvements aligned with Atlass environmental strategy.

Health & Safety and Compliance:

• Ensure site-based staff maintain a quality company image and support client business for a safe and compliant environment.
• Manage PPM and statutory records for full compliance.
• Adhere to Atlass corporate governance and financial guidelines.
• Escalate H&S issues and liaise with Atlass Head of Health & Safety as needed.
• Report and investigate incidents and accidents in detail.

Supplier Management:

• Implement performance management for suppliers, focusing on safety, service delivery, business continuity, value for money, and best practices.
• Provide regular feedback for supplier and contract management.

Financial Management and Reporting:

• Take full responsibility for the P&L of contracts, ensuring adherence to budgets and meeting or exceeding financial targets.
• Produce detailed project costings and service delivery reports as required.
• Maintain records of service delivery, including correspondence, meeting minutes, and action plans.

Business Support:

• Support group efforts in bidding for new contracts and hosting site visits.
• Collaborate with internal resources such as Service Desk, Contract Co-ordination, H&S, HR, and Sales to identify and deliver best practices.

Minimum Qualifications, Certifications, and Training Required:

• GCSE in English and Maths or equivalent.

Essential Knowledge, Skills, and Experience Required:

• Proven track record in company policy and procedure management and implementation of effective changes.
• Experience in mobilisation and/or transformation project management.
• Financial control coordination, including P&L responsibility and financial targets.
• Experience in producing and presenting internal reports and performance data.
• Direct management of corporate customers, including producing customer reports and hosting performance review meetings.
• People management experience with large teams of 20+.
• Proven track record in auditing service delivery.
• Minimum of 3 years in managing a Hard FM or multi-service operation.

Atlas Workplace Serviceswas built to be different to the faceless organisations in facilities management industry that often lack the human touch. Our ambition is to make buildings and facilities better for the people who work in them. Why do we do this? Its simple. We know that buildings are better places to be when they are looked after by people who care.

We achieve this by combining our unique understanding with useful technology and an above-and-beyond attitude from our people on the ground and in our support centres. This provides a more personal approach to facilities management and building maintenance services.

We are present right across the UK at more than 1,000 sites and over 11 million square feet of premises. Our services include engineering maintenance, security, cleaning, compliance, reception, energy solutions and more.

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Location: Northampton, GB

Posted Date: 9/22/2024