Account Manager

As the Account Manager, you will be responsible for managing, delivering service excellence for all contracts in your portfolio and business. This will be achieved from building and strengthening client relationships and for providing front of house teams with training, advice and support as well as acting as an intermediary between on-site teams, clients and Business Support Centre in London and Darlington.

Key Responsibilities:

CLIENT FOCUS

• Establish and develop relationships with clients, build and maintain strong operational relationships to understand their business needs.
• Assist in maintaining good client relations through regular face to face contact.
• Ensure that commitments to service are delivered - enhancing client satisfaction.
• Build an awareness of Service Level Agreements and ensure these are met and adhered to by consistently monitoring standards.
• Ensure all contractual requirements are fulfilled daily and maintain up to date records.
• Communicate with client representatives on a regular basis on all matters of front of house.
• When change occurs, ensure transitions are smooth and seamless and ensure guidelines are adhered to.
• Ensure that all our front of house teams process all visitors in a polite, courteous and professional manner. This is to be observed when greeting or conversing with client’s staff, tenants and all callers/visitors. • Monthly management meetings with Clients.

COMMUNICATION

• Establish and maintain effective working relationships with all in Business Support offices in London and Darlington.
• Liaise with your Client Services Manager on all matters relating to the front of house.
• Regularly assess front of house teams on their knowledge using standardised assessment material and reporting the results to Client Service Manager and Head of Commercial Experience.
• Daily contact with Operations.
• Liaise with HR on matters of welfare and employee management.
• Investigate any reported incidents and discuss appropriate actions with HR.
• Ensure all logs and registers are maintained in accordance with Business Support Centre and Client requirements.
• Weekly update meetings with your Client Services Manager.
• Complete Supervisory Site Inspection.
• Make recommendations and suggest innovations to improve service to ensure a more efficient operation.

PEOPLE MANAGEMENT/ HR RESPONSIBILITIES

• Provide motivation, training and guidance to the front of House Teams to achieve high levels of satisfaction and performance.
• Maintain a good level of morale and discipline with employees through regular site visits and develop a keen awareness for employee welfare.
• Ensure all new starters are met within their first week and necessary HR paperwork is uploaded onto internal HR systems.
• Develop and maintain a positive and co-operative team working environment between employees and other service providers (i.e. security staff).
• Ensure adherence to the uniform and presentation standards and support with the roll out of large uniform launches.
• Conduct Meetings of concern, probation meetings and performance assessments in line with procedures and procedures. Issue letters of concern when necessary.
• Deal with performance management issues quickly and efficiently escalating it to HR when appropriate.
• Sickness Management – ensure return to work meetings are conducted and that any work related, or long-term sickness is managed in liaison with HR.
• Conduct employee welfare return to work interviews promptly and act when necessary.
• Conduct thorough investigation meetings with employees following any form of misconduct.
• Oversee and monitor, flag and conduct all Employee appraisals and issue an action plan.
• Oversee the probation period process and manage the process of passing, failing or extending probation periods.
• Liaise closely with HR following any HR issues and refer any pay queries to the HR team.
• Ensure that training needs are identified and met at Operative level; to highlight site specific or individual training needs and to liaise with the Learning and Development department.
• Identify talent/ succession planning within portfolio and encourage employees to develop and progress.
• Have a clear understanding of HR processes and procedures and to help support the payroll process.
• Refer any flexible working requests to HR immediately.
• Have a clear understanding of compassionate leave, emergency leave, parental leave, unpaid leave and manage accordingly.
• Ensure any meeting minutes are clear and concise and scanned to employee files.
• Ensure a coherent paper trail following any employee investigation meetings is presented to HR in a fully comprehensive manner.

PROCEDURE & ADMINISTRATION

• Set high personal standards for others to follow, including customer care and grooming.
• Ensure that you are fully acquainted with Assignment Instructions, Emergency Procedures and other instructions and pass this knowledge to Front of House Teams. Facilitate any testing necessary to assess this knowledge.
• Develop and maintain a detailed working knowledge of the buildings under your supervision.
• Develop a sound knowledge of all correct procedures and ensure they are implemented for all appropriate keys, equipment and documentation.
• Familiarise yourself with all HR policies and ensure these are applied effectively.

Qualifications & Experience The successful candidate will have had previous experience managing people, ideally in soft FM sector. Skills:

• GCSE Maths & English (grades A-C) or equivalent Drive service excellence.
• People management
• Proficiency in the use of MS Office
• Excellent communication skills
• ISOH qualified – beneficial but not essential