Account Compliance Manager (PM Shift) in England

About City Wide Facility Solutions

City Wide Facility Solutions of Washington helps commercial businesses maintain clean, safe, and well-maintained facilities through comprehensive janitorial and building maintenance solutions. We partner with businesses throughout Western Washington to provide reliable facility services and help our clients manage their properties more effectively.

We are looking for a hands-on, organized, and relationship-driven Account Compliance Manager to join our Operations team. This is a leadership-focused evening position responsible for overseeing service quality, supporting Independent Contractors, addressing client needs, conducting inspections, and ensuring our accounts consistently meet City Wide and client expectations.

Schedule: Monday–Friday, 5:00 PM–2:00/3:00 AM

Position Overview

The Account Compliance Manager is responsible for maintaining high standards of quality and compliance across an assigned group of commercial accounts. Working primarily during the evening and overnight hours, this position serves as a key connection between our clients, Independent Contractors, Facility Solutions Managers, and Operations leadership. The ideal candidate is a strong communicator and problem-solver who enjoys being out in the field, coaching others, inspecting work, and making sure commitments are followed through.

Account & Quality Management

• Conduct regular inspections of commercial client facilities to ensure service quality and scope of work requirements are being met.
• Review account scopes of work and ensure services are being performed according to client expectations.
• Respond to customer complaints, service requests, and urgent account needs.
• Follow up on service issues and work toward resolving complaints by the next scheduled cleaning whenever possible.
• Provide additional attention to high-priority or VIP accounts when needed.
• Help support new client starts and ensure accounts are launched according to City Wide standards.
• Identify service deficiencies and work with the appropriate teams to develop solutions.

Independent Contractor Management

• Build and maintain productive working relationships with Independent Contractors and in-house team members.
• Communicate client priorities, expectations, and service requirements to contractors.
• Coach and support contractors in maintaining City Wide's quality standards.
• Make recommendations regarding contractor assignments based on performance and account needs.
• Address performance issues and take appropriate action when service levels are not being met.
• Help identify and refer qualified Independent Contractors to support company growth.
• Ensure contractors are following client requirements and City Wide policies.

Operations & Communication

• Communicate daily with Facility Solutions Managers regarding account concerns, service issues, and priorities requiring immediate attention.
• Provide a nightly recap to Operations leadership through email, phone, or other designated communication methods.
• Execute City Wide operational policies and procedures, including New-Start, Customer Complaint, Four Star, and other applicable policies.
• Ensure compliance with client-specific policies and procedures.
• Verify the proper use of approved cleaning tools, equipment, and supplies.
• Document inspections, account issues, corrective actions, and other activities in City Wide's CRM.
• Exercise good judgment when determining when an issue requires additional management involvement.
• Perform other operational duties as needed.

Success in this role is measured by maintaining strong service quality, client satisfaction, and contractor performance. Key performance areas include:

• Client Retention: Prevent lost business resulting from poor service.
• Complaint Resolution: Resolve customer complaints by the next scheduled clean whenever possible.
• Account Inspections: Complete and accurately document required inspections in the CRM.
• Independent Contractor Referrals: Identify and submit qualified contractor referrals to support company growth.
• Consistent communication and follow-through with clients, contractors, and Operations leadership.
• Compliance with City Wide policies, procedures, and client-specific requirements.

Qualifications

• High school diploma or equivalent experience in the commercial janitorial or facility services industry.
• 3+ years of management experience, preferably involving coaching, motivating, developing, and leading teams across multiple locations or accounts.
• Experience in commercial cleaning, facilities management, quality control, or a related field is strongly preferred.
• Strong planning, organization, and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to build productive relationships with employees, contractors, clients, and management.
• Strong problem-solving skills and the ability to make sound decisions independently.
• A continuous-improvement mindset with the ability to identify opportunities to improve processes and service quality.
• Comfortable working independently in the field during evening and overnight hours.
• Proficiency with Microsoft Office, email, internet-based systems, and CRM platforms.
• Reliable transportation and a valid driver's license required.

This is an active field-based position. You will regularly visit commercial facilities during evening and overnight hours and may work in a variety of environments, including:

• Office buildings
• Industrial facilities
• Manufacturing facilities
• Medical facilities
• Retail locations
• Warehouses
• Other commercial properties

The position requires the ability to move throughout commercial facilities and work in environments where temperature, air quality, noise levels, and working conditions may vary.

Benefits

• Uncapped Commissions & Bonuses: Opportunities to earn additional compensation based on performance.
• Leadership Mentorship: Learn and grow with guidance from company leadership.
• Paid Time Off + 8 Paid Holidays: Time away to recharge and enjoy the things that matter.
• Medical, Dental & Vision: Benefits begin after 60 days of employment.
• 401(k) + 4% Company Match: Retirement benefits begin after 60 days of employment.
• Mileage Reimbursement: Up to $500 per month.
• Company-Provided Technology: Company iPhone and tablet to support your work.

Why Join City Wide?

The Account Compliance Manager is an important part of our Operations team. You'll have the opportunity to make a direct impact on client satisfaction, service quality, and contractor performance while working closely with company leadership. If you're an experienced leader who enjoys being in the field, solving problems, developing people, and making sure things get done right, we'd love to hear from you.