Contract Cleaning Account Manager

ACCOUNT MANAGER – Contract Cleaning The Opportunity We are a contract cleaning and soft services provider to the FM arena in London and widely regarded as the employer of choice. We manage and support both end user clients and managing agents with several Iconic buildings and developments you will recognise. Working in a high-profile campus in Chiswick, we are looking for a passionate Account Manager to champion a world-class cleaning and guest services operation across an iconic 1.8 million sq. ft. campus, home to over 10,000 professionals from more than 50 companies. This is not an ordinary cleaning management role – we’re looking for someone exceptional: combining laser-sharp operational focus with outstanding people leadership, creative flair, and a passion for delivering unforgettable experiences. You will be entrusted to lead, develop, and inspire your team to deliver service excellence that reflects both the company and clients’ values and philosophy. The Package * £60,000 annual salary * 20 days annual leave + Bank Holidays * Free Parking * Laptop and work phone provided The Role of the Account Manager Operational Leadership & Excellence * Proactively manage all guest housekeeping services to exceed agreed KPIs and Service Level Agreements. * Monitor contract performance and implement continuous improvements, maintaining compliance with ISO 9001 Quality Management and ISO 14001 Environmental Standards. * Develop and deliver a one-year strategic plan to drive innovation, customer satisfaction, and sustainable operations. * Prepare estimates, proposals, and presentations for internal and client stakeholders. * Procure, benchmark, and manage sub-contracted services and suppliers, ensuring value for money and adherence to standards. People & Culture * Recruit, induct, train, and coach a diverse, talented housekeeping team. * Perform regular probation reviews, appraisals, and personal development planning to nurture future leaders and reduce staff churn. * Create a culture of accountability, recognition, and high performance where each team member feels valued and empowered. * Deliver toolbox talks and on-the-job training to maintain the highest standards of health, safety, and service. * Act as a role model for the company values, championing teamwork and collaboration. Client Partnership & Communication * Build and sustain positive, constructive relationships with clients, guests, contractors, and colleagues. * Work in partnership with the client and onsite teams to deliver added value and enhance the overall guest experience. * Provide accurate and timely reports to the Customer Experience Manager and client representatives on operational performance, compliance, and innovation. * Respond proactively to client needs, feedback, and service requests with a solutions-focused approach. Sustainability & ESG * Support and implement initiatives to drive environmental sustainability, social responsibility, and strong governance across all operations. * Work closely with associated teams on sustainable and ESG-focused projects, ensuring compliance with environmental and social objectives. * Encourage the adoption of greener, more responsible practices by your team, embedding ESG principles into everyday service delivery. Financial & Resource Management * Manage operational budgets, control costs, and deliver agreed net operating profit targets. * Monitor resource use, machinery, and materials, ensuring compliance with company requirements and Health and Safety legislation. * Develop and implement strategies to achieve roadmap cost savings and continuous improvement. The Person * A proven track record of managing housekeeping or cleaning operations in a large-scale, prestigious commercial environment. * Effective people leadership with the ability to engage, inspire, and develop teams to deliver exceptional standards. * Strong client communication and stakeholder management skills. * Proactive approach to health and safety, with IOSH Managing Safely (desirable). * Excellent time management, organisation, and prioritisation skills in a multi-tasking environment