Account Director

We looking for a dedicated and experienced Account Director to manage customer relationships and performance across all sites under our contract. The role involves taking proactive ownership of quality delivery and maintenance issues within buildings, leveraging both customer and internal relationships within the mobile operations teams. Regular site visits and client engagements are essential for developing and maintaining strong customer relationships.

The successful candidate will attend client, regional, and national meetings, ensuring that performance, quality of planned activities, reactive repairs, and small works meet the highest standards, driving a culture of excellence every day. Responsibilities also include ensuring the completion of Work In Progress (WIP), financial, and operational reporting on a weekly and monthly basis, and driving operational excellence and client relations.

Main Duties

• Health & Safety Compliance & Quality Assurance Management: Oversee site audits, compliance reviews, and investigations through the management structure.
• Leadership & Management: Exhibit strong management capabilities, excellent organisation, time management, and procedure and process management.
• Budget Management: Meet or exceed budget targets set within the Profit and Loss Account, utilising reports and effective team management.
• Revenue Generation: Identify additional revenue opportunities in line with appropriate targets.
• WIP Management: Ensure proactive management of WIP, drive to reduce WIP by ensuring high levels of First Time Fix, and maintain a strong partnership with Engineering Planners.
• Subcontractor Management: Proactively manage service delivery from subcontractors and strive to reduce subcontractor use.
• Customer Relationship Management: Develop strong relationships with customers, ensure escalations reach you first, and maintain high levels of communication.
• Planning Support: Assist Helpdesk coordinators in ensuring monthly PM plans are accurate and maximise engineer utilisation.
• Flexibility: Undertake additional duties as required to accommodate operational needs.
• Project Management: Manage large projects from subcontractor selection to job completion, and handle internal quote logs and client quotations for small to medium value projects.

About You

We are looking for candidates with demonstrable experience in the M&E/FM industries. Proven direct management of client relations is essential, as this role requires building and maintaining strong customer relationships.

Strong organisational and team management skills are crucial. The ideal candidate will show determination to own and solve problems, and the ability to create and work within a cohesive team environment. A good understanding of Customer Service Levels and Key Performance Indicators is also necessary.

Commercial awareness is important for this role. Candidates should be able to work independently, with a high level of accuracy, and meet deadlines. Strong communication and IT skills are required to effectively manage operations and client interactions.

Excellent people management, leadership, and influencing skills are key to leading a team and driving performance. Good decision-making abilities are essential for managing complex situations. A passion for customer service and experience in developing strong customer relationships are vital for success in this role.