Senior Account Manager in Brighton

This role is responsible for managing all aspects of operational delivery and client relationships for a portfolio of client locations. You will have full responsibility for any Facilities & Workplace services, your clients' satisfaction and service experience, and the commercial performance of each location and your team.

Supported by a strong team, you will take a leading role in the contract's success, including but not limited to; client engagement at a more senior level, supplier relationship management, owning all escalations and agreed reporting and action plans.

Responsible for the line management of others, you will see that all services are delivered to your clients' agreed specification. You also look beyond this to drive all opportunities to demonstrate Instant as a best in class, complete property solution.

Reporting into the Operations Director.

• Direct Line management of Account Managers/community managers under your remit.
• Ensure team have clear monitored objectives and complete all L&D as directed and on time.
• Management of HR, including holiday cover and resilience including appropriate handovers are completed.
• Succession planning and cross training.
• Accountable to ensure all hard & soft Facilities services are delivered to specification and planned/reactive activities meet SLAs and agreed process, cost & reporting requirements. Make interventions as required.
• Create excellent relationships with outsourced or client's suppliers, driving performance, communication and motivation, despite the challenges which will arise in a commercial portfolio.
• Proactively address service issues, complaints/escalations or failed visits, including agreeing and overseeing that action plans are delivered. Take ownership for improving processes and their resilience to prevent repeated service issues occurring.
• Be forward thinking and look for ways to improve the working environment via ongoing visits and remote engagement. Act on all feedback & observations.
• Monitor landlord services & third party/tenant relationships; ensure service charge obligations are met.
• Ensure adherence to all regulatory Compliance and H&S requirements. Attending monthly and quarterly calls with supply chain as assigned.
• Accountable for overseeing the successful Mobilisation and demobilisation activities for new and terminating client sites, on time.
• Building good working relationships and open communication with Solutions Delivery, Property teams to drive successful outcomes.
• Monitors spend and challenge supplier costs across your portfolio ensuring value for money.
• Client Account Management (including assigned multi-site clients).
• Monthly reporting requirements will differ client to client but ensure Power BI reports are accurate, client recipients are correct, and the client understands how to navigate the data.
• Determine and build a framework for client reporting requirements for anything that sits outside of data provided in Power BI pack.
• Internal liaison with Instant Account Director - monthly. Diarise calls to provide meaningful updates.
• Attend and prepare for any QBR's as instructed by the Account Director/Ops Director (where applicable).
• Accountable for responding to any negative feedback from CSAT surveys along with responsible person (as per CSAT process) and preparing improvement plan.
• Act as Escalation point.
• Incident management support.
• Build consistency of delivery across client portfolio.
• Accountable for site compliance across the client portfolio.
• Accountable for projects/additional works and correct recharging.

• Superior client relationship management skills, with an awareness of Account Management principles.
• Significant and demonstrable hard & soft Facilities Management experience essential. Working technical knowledge expected. IWFM qualification highly desirable.
• Experience in managing effective and positive relationships with outsourced suppliers, Helpdesk etc.
• Good working knowledge of H&S in the workplace is essential. IOSH or NEBOSH essential.
• Previous incident management experience/responsibility would be advantageous.
• Experience of creating operational reports for external stakeholders.

• You are passionate about results but also how they are achieved: You possess Change Management & Continuous improvement skills, to help you scrutinise processes, identify & implement changes, seek feedback and improve long-term resilience.
• Excellent relationship building skills, with the ability to challenge, influence and give advice to clients.
• You are able to create positive working relationships at all levels with internal and external parties.
• You are proactive, flexible and hands on. Your problem-solving abilities inspire confidence & trust.
• You can be depended on in an emergency, keeping a cool head to coordinate an incident response.
• You will be open to travel and flexible to changing priorities. You are able to manage multiple tasks and prioritise workload effectively, particularly across multiple locations.
• You take ownership for your output, results and client feedback.
• Good commercial acumen. You will be required to take ownership of financial matters for your clients.
• Engaging personality, with confidence in your abilities but a willingness to learn & improve.

• Client satisfaction/feedback.
• Statutory compliance and remedial scores (Managing planned and reactive work on your portfolio within SLAs/KPIs).
• P&L commercial management.
• Delivery to Supplier performance framework.

• Salary: We pay salaries to reflect the previous experience required, and responsibility sought for the role.
• Driving: This role will require you to have a clean driving license and insure your own vehicle for business purposes. Your vehicle must be road worthy serviced to manufacturers guidelines. Parking costs will be reimbursed, and business mileage will be paid in line with the company expenses policy.
• Role: Hybrid.