At a Glance
- Tasks: Manage heating and plumbing services for clients while leading a dynamic team.
- Company: Join a fast-paced company focused on operational excellence and client satisfaction.
- Benefits: Competitive salary, career development, and a supportive team environment.
- Other info: Opportunity to drive continuous improvement in a vibrant work culture.
- Why this job: Make a real impact by improving client relationships and operational workflows.
- Qualifications: Experience in heating, plumbing, or property maintenance with strong leadership skills.
- Account Manager - Heating & Plumbing
- Full time - Office Based - 8am-6pm Monday - Friday
The Account Manager is responsible for the end‑to‑end operational delivery of heating and plumbing services for a defined portfolio of clients (estate agents, landlords, commercial clients).
You will lead a small team of schedulers and maintenance administrators, ensuring jobs are allocated efficiently, SLA targets are met, and client relationships are proactively managed.
This role requires someone who thrives in a fast‑paced, reactive environment, can balance operational detail with client‑facing communication, and can drive continuous improvement across workflows, compliance, and customer experience.
Key Responsibilities
- 1. Client & Account Management
- Act as the primary point of contact for key clients (estate agents, block managers, landlords).
- Manage expectations, provide updates, and resolve escalations professionally.
- Monitor and report on performance, job volumes, and recurring issues.
- Conduct regular account reviews to identify service improvements.
- Ensure all communication is timely, accurate, and aligned with contractual obligations
- 2. Team Leadership & Workflow Oversight
- Lead, support, and develop a small team of schedulers and maintenance administrators.
- Oversee daily job allocation, ensuring engineers are efficiently routed and utilised
- Monitor team performance, productivity, and adherence to internal processes.
- Provide coaching, training, and performance feedback
- Foster a positive, solutions-focused team culture.
- 3. Operational Delivery
- Ensure all jobs (reactive, planned, compliance) are scheduled correctly
- Oversee the full job lifecycle: booking → engineer allocation → parts → completion → invoicing
- Ensure accurate documentation, notes, and compliance evidence (photos, certs, reports).
- Liaise with engineers to resolve queries, delays, or technical issues.
- Support with parts ordering, supplier coordination, and job costing where required.
- 4. Continuous Improvement
- Identify inefficiencies in scheduling, communication, or job flow and implement improvements
- Analyse recurring issues (no access, repeat visits, parts delays) and implement corrective actions.
- Support digital transformation initiatives (automation, templates, workflow redesign)
Skills & Experience Required
Essential
- Experience in heating, plumbing, property maintenance, or FM operations
- Strong background in scheduling, coordination, or account management.
- Proven ability to lead a small team in a fast‑paced environment.
- Excellent communication and relationship‑building skills.
- Strong organisational skills with the ability to prioritise competing demands.
- Confident using job management systems
Desirable
- Experience working with estate agents or social housing clients.
- Experience improving workflows or implementing new processes.
- Understanding of parts procurement and engineer resource planning.
- Key Competencies
- Leadership & People Management
- Client Relationship Management
- Operational Efficiency
- Problem Solving & Decision Making
- Attention to Detail
- Calm Under Pressure
- Commercial Awareness
- Process Improvement Mindset
- #J-18808-Ljbffr
Account Manager – Heating & Plumbing employer: KENSAL RISE PLUMBERS LTD
Kensal Rise Plumbers Ltd is an excellent employer that values its team members by fostering a supportive work culture and providing opportunities for professional growth. With a focus on customer satisfaction and technical excellence, employees enjoy a dynamic work environment where they can enhance their skills while making a meaningful impact in the community. Located in a vibrant area, the company offers competitive benefits and a collaborative atmosphere that encourages teamwork and innovation.
