Account Manager

If you're looking to step up your career, JLL Workplace Management is the perfect professional home. At JLL, you'll have a chance to innovate with the world's leading businesses, put that expertise into action on landmark projects, and work on game-changing workplace and facilities management initiatives. You'll also make long-lasting professional connections through sharing different perspectives, and you'll be inspired by the best. We're focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at JLL Workplace Management!

The FM Account Manager serves as the primary point of contact between JLL and Lambeth Council, responsible for delivering comprehensive facilities management services across the council's property portfolio and managing regional public sector contracts. This role requires building strong client relationships, ensuring service excellence, and driving continuous improvement across all FM service lines.

Key Responsibilities

• Client Relationship Management: Lead the day-to-day relationship with Lambeth Council stakeholders, acting as the single point of accountability for service delivery. Conduct regular governance meetings, present performance reports, and ensure alignment between JLL's services and the council's strategic objectives. Build trusted partnerships with key decision-makers across departments including housing, corporate estates, and social services facilities.
• Service Delivery and Performance: Oversee all FM services including hard services (mechanical, electrical, building fabric maintenance), soft services (cleaning, security, grounds maintenance, waste management), and compliance activities. Monitor KPIs and SLAs, ensuring contractual obligations are met or exceeded. Identify service gaps, implement corrective actions, and drive continuous improvement initiatives that deliver measurable value.
• Financial Management: Manage contract budgets, ensuring services are delivered within agreed financial parameters. Prepare accurate forecasts, track expenditure against budget, and identify cost-saving opportunities without compromising service quality. Process invoicing, manage variations, and ensure transparent financial reporting to the client.
• Contract and Compliance Management: Ensure full compliance with health and safety legislation, building regulations, and local authority requirements. Maintain statutory compliance across all assets including fire safety, gas safety, electrical safety, water hygiene, and asbestos management. Coordinate internal and external audits, maintaining accurate compliance documentation.
• Operational Excellence: Lead operational teams including helpdesk coordinators, contract supervisors, and subcontractor partners. Manage the CAFM system for reactive and planned maintenance scheduling. Coordinate emergency response procedures and business continuity planning. Ensure effective mobilization of new services and smooth transitions during contract changes.
• Strategic Planning and Innovation: Develop annual service plans aligned with Lambeth Council's priorities including sustainability targets, social value commitments, and digital transformation initiatives. Identify opportunities for service innovation, technology adoption, and partnership working that enhance service delivery and support the council's broader community objectives.

Required Qualifications and Experience

• Essential: Proven experience managing public sector FM contracts, preferably within local government. Strong understanding of hard and soft FM services and their commercial management. Demonstrated knowledge of health and safety compliance and statutory obligations. Experience managing multi-site portfolios with diverse building types. Track record of successful client relationship management and stakeholder engagement. Budget management and financial acumen. IOSH Managing Safely or equivalent health and safety qualification.
• Desirable: IWFM (Institute of Workplace and Facilities Management) qualification or working toward. Experience with social housing or community facilities. Knowledge of London local authority procurement frameworks. Understanding of social value and sustainability reporting requirements. CAFM system expertise (Planon, Maximo, or similar platforms).

Key Competencies

• Strong communication and interpersonal skills with the ability to influence at all organizational levels.
• Excellent problem-solving capabilities and decisive decision-making under pressure.
• Commercial awareness balanced with public sector service ethos.
• Collaborative approach to working with diverse teams and stakeholders.
• Commitment to delivering social value and supporting community outcomes.

Working Environment

This role is based 1-2 days in Lambeth with regional travel required to support other public sector contracts within the portfolio. Flexible working arrangements are available, though regular site presence and client meetings are essential.