At a Glance
- Tasks: Lead client relationships and ensure exceptional service delivery while managing a motivated team.
- Company: Join Tenon FM, a leading Facilities Management company with a strong team culture.
- Benefits: Enjoy health cover, gym discounts, and a supportive work environment.
- Other info: Be part of a diverse team that values your contributions and offers career development.
- Why this job: Make a real impact by exceeding client expectations and driving business growth.
- Qualifications: Experience in account management and excellent communication skills are essential.
The predicted salary is between 49500 - 49500 £ per year.
ABOUT THE ROLE:
We are currently recruiting for motivated, reliable and customer focused Contract Lead/Key Account Manager to join our team based in Hatfield, Galleria.
Job Type: Permanent - Full Time.
Pay Rate: £49,500 per annum.
Working Hours: 40 Hrs per week, Monday to Friday 09.00Hrs to 17.30Hrs.
Start Date: Immediately.
Overview of Role:
Interact with client to gain a full understanding of client needs and deliver a service which exceeds expectations, thereby 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).
- Managing 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 as 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.
- Ensuring 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.
- Must have some experience within hard services, grounds maintenance and waste management.
- Excellent negotiation skills, proven track record of managing subcontractors.
- Ability to demonstrate exceptional organisational and planning skills.
- Be an 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.
Our Benefits:
- Health Cash plan cover for self and any dependent children.
- Access to 24/7 Employee Assistance Programme.
- GP Anytime.
- Workplace pension scheme.
- Group Life Assurance.
- Discounted Gym membership.
- Rewards platform.
- On site parking.
- Free mortgage advice partnered with Charles Cameron & Associates.
- Discounted shopping card.
- Paid volunteer day.
Contract Lead/Key Account Manager in Hatfield employer: Tenon fm
At Tenon FM, we pride ourselves on being an exceptional employer, offering a supportive and dynamic work environment in Hatfield, Galleria. Our commitment to employee growth is evident through our Investors in People accreditation, comprehensive training programmes, and a range of benefits including health cash plans and discounted gym memberships. Join us to be part of a team that values your contributions and fosters a culture of accountability, respect, and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Contract Lead/Key Account Manager in Hatfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tenon fm. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tenon fm before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contract Lead/Key Account Manager in Hatfield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tenon fm:Your cover letter is your chance to shine! Tell us why you want to work at Tenon fm specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tenon fm!
How to prepare for a job interview at Tenon fm
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
