Account Manager

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Job description

Company Description

Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.

Job Description

· The Account Manager will be responsible for delivering a solution which has ownership of the strategic interface with the client and development of key stakeholder relationships at its heart. The result will be cultural alignment with the client, service excellence and quality performance management, as well as the capability to maximise value add, synergies and future opportunities.Working in partnership to ensure delivery of the business plan, maximising operational and financial performance to ensure budgets are achieved/exceeded.

· The Account Manager will own the development of the contract into a fully integrated solution for the customer.

• Develop a robust business strategy, which develops the account into a 'best in class' example to be admired by the industry - demonstrating the value and transformational change that unitary management offers.

Main duties

· Assuming P&L responsibility for the account, the appointed candidate will lead the overall management of the performance, operational and financial aspects of the account.

· As the primary client interface, you will build strong and sustainable relationships with senior Client stakeholders and suppliers, and leverage those you have internally to ensure you always profile best practice from across the business.

· Drive total ownership of the contract - with measurable and sustainable improvements to the efficiency and consistency of service delivery.

· Champion a culture of customer service excellence, innovation, operational focus and performance measurement and lead by your own example.

· Target new opportunities through regular high level contact reviews with the customer, supporting the business development team in 'closing the deal' with the customer.

· Maximises the life cycle of a client through integrating themselves at a high level into the philosophy & culture of the customer, and aligning themselves with their business drivers, enabling them to identify and secure additional work or new opportunities for the contract or the wider Mitie.

· Promotes enhanced/ new product delivery to current and future clients based on an understanding of the impact of research and development, legislation and increased environmental awareness on the sector.

· Actively promotes the capability of Mitie as a whole with the customer in a way that reinforces both the Mitie businesses 'brand'.

Customer Relationship Management

· Demonstrates an awareness of client's financial status, monitoring and managing risk in this respect.

· Promotes the care of our customers as an integral part of the culture.

· Identifies common trends from the various channels of customer feedback and uses these to drive through improvements both within the contract.

· Ensures that the way the contract portrays itself to its customers, in all forms of communication/interaction is consistent and reflects Mitie vision, objectives and brand.

Business Planning

· Develops and maintains improvement plans, both in the short and longer term, to ensure existing and future delivery keeps one step ahead of our competitors (differentiation), bringing 'added value' to our customers and Mitie.

· Understands how market trends are likely to impact on the sector and customers and puts plans in place to address these.

· Clearly defines these approaches for inclusion in their contract business plan.

· Defines opportunities to expand the portfolio of service lines for short, medium and long term, with progression to broaden the scope of services from a facilities management perspective.

Contract Delivery

· Ensures all risks are identified and managed to minimise their impact on the contract.

· Ensures the contract in conjunction with the operation teams provides a safe working environment, through the pro-active management of Safety, Health and Environment, ensuring all legislative & company policies, processes and procedures are strictly adhered too.

· Keeps an 'overview' on contract delivery both from a commercial perspective, identifying potential problems early, giving the necessary management support to put them back on track.

· Ensures 'open and honest' financial and management reporting at contract level which are accurate and appropriate for use in the corporate management of the Company.

Finance

· Quantifies and demonstrates where and how an activity has 'added value'.

· Manages the development of annual budget plan, adhering to Company guidelines and timescales, ensuring it reflects an accurate financial picture for the coming year.

· Ensures 'open & honest' financial reporting to the centre, including the appropriate release of provisions, thus ensuring the corporate management teams have an accurate financial picture of the business.

Information Technology

· Identifies and drives through improvements that makes optimum use of technology and the companies Information Systems (e.g., Oracle, SAP HR & Payroll, Intranet, Internet, ERP, Handhelds, Trackers etc.).

Teamwork

· Willingness to work well in a team; encourages and adopts team goals; understands and appreciates others' roles; learns from others; actively encourages teamwork, by providing support and assistance to others:

· Works well with others in the team, encouraging harmony.

· Easy relationship with others, often consults with them.

· Remains emotionally detached from disputes and avoids creating further divisions.

· Understands the personal needs of others and takes account of these when dealing with them.

· Actively works towards team goals and understands how these align with Mitie's business objectives.

· Helps release tension and give constructive feedback.

· Actively improves the performance of others by providing them with help and support when they need it.

· Co-operates and openly shares knowledge and information with others.

Health and Safety

· Ensure Group and company safety arrangements and procedures are followed at all times.

· Report any apparent deficiencies in systems of work or equipment provided that may present an unnecessary danger or risks to health and safety.

· Use all work equipment and personal PPE properly and in accordance with training received.

· Report any accidents, near misses and cases of ill health to the Line Manager.

· Assist the company during investigations of accidents and safety related incidents.

· Work safely at all times giving due consideration for the safety of others.

· Notify line management of safety training needs.

· Assist the business in improving safety systems and performance through consultation, co-operation and communication.

· Inform the line manager of any physical or mental condition that affects the ability to work safely.

Professional Conduct

· This job description is intended to give the post holder an appreciation of the role envisaged for the range of duties to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervals.

Qualifications

• Energetic and determined, with a strong desire and focus to deliver added value and exceed clients and Mitie business targets.
• Demonstrable P&L experience and a high degree of commercial acumen to play a full part in directing and leading the growth of the business.
• Demonstrate ability to build target setting in the organisation, making it part of the culture, encouraging colleagues to excel in order to achieve.
• Technically capable, commercially aware and with the ability, gravitas, resilience and presence to inspire and influence those around them.

Entrepreneurial, self-motivated and possessing the emotional intelligence to succeed within a corporate environment.

Additional Information

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.

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