National Cleaning Account Manager
| Dyddiad hysbysebu: | 14 Gorffennaf 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 13 Awst 2025 |
| Lleoliad: | B3 2RT |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 79065 |
Crynodeb
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 cleaning 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
-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 cleaning 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