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- Tasks: Lead soft services at Worcester Royal Hospital, ensuring high standards and operational compliance.
- Company: Join ISS, a world-leading workplace and facility management company with a people-first approach.
- Benefits: Enjoy a challenging career with opportunities for growth and development in a diverse environment.
- Why this job: Make a real impact in healthcare by managing essential services and building strong partnerships.
- Qualifications: Experience in facilities management or service industry, with strong leadership and financial management skills.
- Other info: Onsite role with a focus on continuous improvement and stakeholder engagement.
The predicted salary is between 60000 - 80000 £ per year.
We are seeking an experienced and strategic Key Account Director to lead the full scope of soft services at Worcester Royal Hospital, including cleaning, retail, catering, portering, switchboard, helpdesk and security. The role is critical in ensuring a strong strategic partnership with the customer by leveraging the Global ISS scale and developing a deep understanding of the customer’s business, purpose and needs. This position is central to creating long-term value for the customer while supporting the retention and growth of the contract.
We are looking for a resilient and influential leader who can operate confidently within a complex PFI environment, manage diverse stakeholders and deliver robust operational performance. The role requires full accountability for people leadership, financial management, and ensuring services are delivered in line with SLAs and KPIs. The Key Account Director will be onsite five days a week and must be able to challenge constructively and maintain strong professional relationships.
Key Responsibilities- Lead the full soft services delivery across the Worcester Royal Hospital contract, ensuring high standards and operational compliance.
- Take full ownership of financial performance, including budgetary control and P&L accountability.
- Use ISS business tools and the ISS Account Development Process to drive a structured strategic customer focus.
- Ensure customer information is accurately maintained and accessible within CRM and relevant systems.
- Translate customer insights and needs into appropriate solutions and service propositions.
- Manage and engage stakeholders across both PFI partners and internal teams.
- Oversee SLA compliance, KPI reporting and performance management.
- Maintain continuous improvement, ensuring challenges are handled robustly and constructively.
- FM industry experience or experience within service-industry and supplier management.
- Experience working in large organisations with multiple stakeholders and varying expectations.
- PFI experience and understanding of associated challenges.
- Healthcare experience preferred but not essential.
- Previous experience in a similar account leadership role.
- Onsite presence required five days a week.
- Strong ability to challenge appropriately and maintain professional credibility.
- Experience in customer relationship sales and/or consultancy sales.
- Experience in budgeting, financial management, reporting and performance management.
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families.
ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference.
ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
Key Account Director in Worcester employer: ISS Facilities Services
Contact Detail:
ISS Facilities Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Key Account Director in Worcester
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare and facilities management sectors. Attend industry events or webinars to meet potential employers and get your name out there. Remember, it’s all about who you know!
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to customer service and operational excellence. Tailor your responses to show how your experience aligns with their needs, especially in managing diverse stakeholders.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've led teams and managed financial performance in previous roles. Highlight your ability to challenge constructively and maintain strong professional relationships.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Let’s make this happen together!
We think you need these skills to ace Key Account Director in Worcester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in the FM industry and any relevant PFI knowledge. We want to see how your skills align with the Key Account Director role, so don’t hold back!
Showcase Your Leadership Skills: As a Key Account Director, you'll need to demonstrate your ability to lead diverse teams and manage stakeholders effectively. Use specific examples from your past roles to illustrate how you've successfully navigated complex environments.
Highlight Financial Acumen: Since this role involves budgetary control and P&L accountability, make sure to include any relevant financial management experience. We’re keen to see how you’ve driven financial performance in previous positions.
Apply Through Our Website: We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets to the right people!
How to prepare for a job interview at ISS Facilities Services
✨Know Your Stuff
Before the interview, dive deep into the specifics of the Key Account Director role. Familiarise yourself with the soft services at Worcester Royal Hospital and understand how they fit into the broader healthcare landscape. This will help you speak confidently about how your experience aligns with their needs.
✨Showcase Your Leadership Skills
Be prepared to discuss your previous leadership experiences, especially in complex environments like PFI. Share specific examples of how you've managed diverse stakeholders and delivered operational performance. Highlight your ability to challenge constructively while maintaining strong professional relationships.
✨Financial Acumen is Key
Since this role involves budgetary control and P&L accountability, brush up on your financial management skills. Be ready to discuss how you've successfully managed budgets in the past and how you can ensure financial performance aligns with the company's goals.
✨Engage with Customer Insights
Demonstrate your understanding of customer relationship management by discussing how you've translated customer insights into actionable solutions. Prepare to share examples of how you've used feedback to improve service delivery and maintain high standards in previous roles.