Job Objectives and Responsibilities

Ensure contract sites are managed safely, efficiently, and in line with required standards. Deliver services in accordance with contractual SLAs and KPIs, while proactively identifying and driving improvements. Optimise profitability and identify revenue growth opportunities within the account. Maintain high levels of client satisfaction and consistently exceed performance expectations. Present Mitie reports at agreed intervals with the contract lead, using insights to motivate and guide team improvements.

 

Main Duties

Maintain regular communication with the client and their representatives, including participation in weekly calls, monthly meetings, and quarterly contract reviews. Prepare pricing proposals for additional locations or service lines as requested by the client. Identify and pursue opportunities to grow revenue through expanded service offerings such as Security, Pest Control, Landscaping, Waste Management, and Technical Services. Ensure all one-off or out-of-scope work is clearly documented, approved by the client, actioned appropriately, and fully cost-recovered. Fully understand payroll system and work alongside the Service Support Managers to ensure all hourly paid employees are paid correctly. Take ownership of the account's P&L and participate in monthly financial reviews. Monitor all budget streams against actual spend, implementing corrective actions by the Service Support Managers and Regional Operations Managers as needed. Keep cost control documentation up to date, reflecting any contract variations. Update billing systems to reflect contract changes, ensuring revenue is maximised and all costs are recovered Investigate and resolve client complaints promptly, ensuring actions are documented within management information (MI) reporting. Produce and deliver monthly client reports and account updates. Drive continuous improvement through innovation and the development of a technology roadmap, supported by Mitie CHCE. Share relevant industry news, best practices, and Mitie Group initiatives with the client. Collaborate with the client to identify and implement cost-saving initiatives. Work closely with Mitie stakeholders and suppliers to deliver services and compile management information for reporting. Build strong internal relationships with Service Support Managers and Regional Operations Managers to ensure effective service delivery. Manage escalated issues through to resolution, engaging the appropriate stakeholders. Ensure monthly and quarterly Q-Audits are completed on time, as defined by the contract. Review failed Q-Audit scores and implement performance improvement plans to address issues. Monitor and track plant equipment, maintenance schedules, and compliance requirements. Ensure contract-wide QHSE compliance in collaboration with regional teams. Explore and support social value initiatives that benefit both Mitie and the client's local communities. Engage with the client on Plan Zero commitments and identify ways Mitie can contribute. Embrace and implement new technologies, including platforms like Merlin, to enhance contract performance. Act as a brand ambassador for Mitie, promoting employee benefits and supporting engagement through initiatives like the Mitie Star reward scheme. Drive customer satisfaction, as demonstrated through Net Promoter Score (NPS) survey participation and results. Manage time effectively to ensure all responsibilities are completed efficiently. Support the rollout of national account initiatives in collaboration with regional stakeholders. Initiate the implementation of Merlin and Tork Vision for a demand led solution to the cleaing operation across all sites.

 

Person Specification

Proven experience in field-based account management with a strong track record of delivering results. Background in the cleaning industry is essential. Demonstrates a genuine passion for building and nurturing relationships both internally and externally. Strong communication and people management skills. Highly self-motivated with a proactive approach to work. Flexible and open to regular travel for client site visits. Proficient in Microsoft Office applications, with solid overall IT competency. Understands the importance of meeting service level agreements (SLAs) and key performance indicators (KPIs). Passion for embracing AI across all our working practices