Key Account Manager in Hatfield

Interact with clients to gain a full understanding of their needs and deliver a service that exceeds expectations, ensuring that our clients have a better day, every day. Responsible for ensuring all team members within remit are engaged and motivated, have a full understanding of contract service provisions and requirements to guarantee they deliver exceptional service standards in line with service level agreements and budgetary requirements.

Key Responsibilities & Tasks

• Develop and sustain excellent customer relationships by working in close partnership with them and their team to ensure service delivery excellence at all times.
• Experience in dealing with subcontractors (security, waste, landscape, and hard services elements).
• Manage external contractors including annual reviews to ensure the best service and value for money.
• Proactively arrange and attend meetings with customers to assist with identifying new business opportunities.
• Provide management with regular structured feedback.
• Design and implement business plans and strategies to promote the attainment of goals, including business growth.
• Ensure that the Company has the adequate and suitable resources to deliver services.
• Lead and manage your team on all aspects of their role, Company policies and procedures to ensure that they clearly understand and take ownership of their area of responsibility, proactively respond to client requests to deliver an efficient and responsive service and performance manage as necessary.
• Manage HR challenges and support the team in resolution management (with support from the HR team).
• Organise and coordinate operations in ways that ensure that customer expectations are exceeded in the most efficient and productive manner possible.
• Gather, analyse and interpret external and internal data, prepare reports and be able to put measures in place to resolve any challenges that are identified.
• Ensure financial budgets and targets are consistently achieved.
• Ensure billing is accurately maintained monthly.
• Full oversight of team members' site attendance, resolving attendance gaps to ensure service continuity is maintained and responsible for processing monthly payroll for team members ensuring employees are paid right first time.
• Ensure that all members of the team continually receive training in their respective fields of expertise and that future developmental training programmes are identified and implemented as appropriate.
• Ensure key performance indicators are in place and service delivery targets are met.

Key Skills

• Proven experience as a Key Account Manager or similar role in a retail/shopping centre environment.
• Ability to develop business strategy and identify, coordinate and manage change initiatives.
• Some experience within hard services, grounds maintenance and waste management.
• Excellent negotiation skills, proven track record of managing subcontractors.
• Exceptional organisational and planning skills.
• Excellent communicator with the ability to confidently and credibly engage and influence clients, partners and employees.
• Experience of finance and budgetary control and ability to manage profit and loss.
• Excellent IT skills, including Microsoft Office suite, with the ability to produce presentations, analyse and report on data and make and execute recommendations.
• Proven record of being responsive and innovative.
• Self-motivated with the ability to work under continuous pressure and meet tight deadlines.
• Maintain professional internal and external relationships that meet Company core values.

You will need to present and conduct yourself in a professional, courteous and appropriate manner in accordance with the Company policies, procedures, guidelines and values. Our core values are: Accountable, Learn & Grow, Ethical, Respect & Team Work.

ABOUT US: Tenon FM are a Facilities Management (FM) Company with over 1,700 employees in the UK, offering a wide spectrum of hard & soft FM services specific to the diverse needs of over 1,100 customers throughout the UK. Our people are very important, because without our employees we can’t provide our services and deliver our customer promise and your role is vital to our continuing success. No matter what area of the business you join, your contribution will be valued and recognised. We are an equal opportunities employer and Investors in People Accredited.

Benefits

• Health Cash plan cover for self and any dependent children
• Access to 24/7 Employee Assistance Programme
• GP Anytime
• Group Life Assurance
• Discounted Gym membership
• Rewards platform
• Free mortgage advice partnered with Charles Cameron & Associates