National Cleaning Account Manager
Ref: 5c4ebc62ce4e48c0909a35207c39d217Job Objectives and Responsibilities
* Ensure contract sites are managed safely, efficiently, and in line with required standards.
* Deliver services in accordance with contractual SLAs and KPIs, while proactively identifying and driving improvements.
* Optimise profitability and identify revenue growth opportunities within the account.
* Maintain high levels of client satisfaction and consistently exceed performance expectations.
* Present Mitie reports at agreed intervals with the contract lead, using insights to motivate and guide team improvements.
Main Duties
* Maintain regular communication with the client and their representatives, including participation in weekly calls, monthly meetings, and quarterly contract reviews.
* Prepare pricing proposals for additional locations or service lines as requested by the client.
* Identify and pursue opportunities to grow revenue through expanded service offerings such as Security, Pest Control, Landscaping, Waste Management, and Technical Services.
* Ensure all one-off or out-of-scope work is clearly documented, approved by the client, actioned appropriately, and fully cost-recovered.
* Fully understand payroll system and work alongside the Service Support Managers to ensure all hourly paid employees are paid correctly.
* Take ownership of the account's P&L and participate in monthly financial reviews.
* Monitor all budget streams against actual spend, implementing corrective actions by the Service Support Managers and Regional Operations Managers as needed.
* Keep cost control documentation up to date, reflecting any contract variations.
* Update billing systems to reflect contract changes, ensuring revenue is maximised and all costs are recovered
* Investigate and resolve client complaints promptly, ensuring actions are documented within management information (MI) reporting.
* Produce and deliver monthly client reports and account updates.
* Drive continuous improvement through innovation and the development of a technology roadmap, supported by Mitie CHCE.
* Share relevant industry news, best practices, and Mitie Group initiatives with the client.
* Collaborate with the client to identify and implement cost-saving initiatives.
* Work closely with Mitie stakeholders and suppliers to deliver services and compile management information for reporting.
* Build strong internal relationships with Service Support Managers and Regional Operations Managers to ensure effective service delivery.
* Manage escalated issues through to resolution, engaging the appropriate stakeholders.
* Ensure monthly and quarterly Q-Audits are completed on time, as defined by the contract.
* Review failed Q-Audit scores and implement performance improvement plans to address issues.
* Monitor and track plant equipment, maintenance schedules, and compliance requirements.
* Ensure contract-wide QHSE compliance in collaboration with regional teams.
* Explore and support social value initiatives that benefit both Mitie and the client's local communities.
* Engage with the client on Plan Zero commitments and identify ways Mitie can contribute.
* Embrace and implement new technologies, including platforms like Merlin, to enhance contract performance.
* Act as a brand ambassador for Mitie, promoting employee benefits and supporting engagement through initiatives like the Mitie Star reward scheme.
* Drive customer satisfaction, as demonstrated through Net Promoter Score (NPS) survey participation and results.
* Manage time effectively to ensure all responsibilities are completed efficiently.
* Support the rollout of national account initiatives in collaboration with regional stakeholders.
* Initiate the implementation of Merlin and Tork Vision for a demand led solution to the cleaning operation across all sites.
Person Specification
* Proven experience in field-based account management with a strong track record of delivering results.
* Background in the cleaning industry is essential.
* Demonstrates a genuine passion for building and nurturing relationships both internally and externally.
* Strong communication and people management skills.
* Highly self-motivated with a proactive approach to work.
* Flexible and open to regular travel for client site visits.
* Proficient in Microsoft Office applications, with solid overall IT competency.
* Understands the importance of meeting service level agreements (SLAs) and key performance indicators (KPIs).
* Passion for embracing AI across all our working practices
* Proven experience in field-based account management with a strong track record of delivering results. * Background in the cleaning industry is essential. * Demonstrates a genuine passion for building and nurturing relationships both internally and externally. * Strong communication and people management skills. * Highly self-motivated with a proactive approach to work. * Flexible and open to regular travel for client site visits. * Proficient in Microsoft Office applications, with solid overall IT competency. * Understands the importance of meeting service level agreements (SLAs) and key performance indicators (KPIs). * Passion for embracing AI across all our working practices
* Ensure contract sites are managed safely, efficiently, and in line with required standards.
* Deliver services in accordance with contractual SLAs and KPIs, while proactively identifying and driving improvements.
* Optimise profitability and identify revenue growth opportunities within the account.
* Maintain high levels of client satisfaction and consistently exceed performance expectations.
* Present Mitie reports at agreed intervals with the contract lead, using insights to motivate and guide team improvements.
Main Duties
* Maintain regular communication with the client and their representatives, including participation in weekly calls, monthly meetings, and quarterly contract reviews.
* Prepare pricing proposals for additional locations or service lines as requested by the client.
* Identify and pursue opportunities to grow revenue through expanded service offerings such as Security, Pest Control, Landscaping, Waste Management, and Technical Services.
* Ensure all one-off or out-of-scope work is clearly documented, approved by the client, actioned appropriately, and fully cost-recovered.
* Fully understand payroll system and work alongside the Service Support Managers to ensure all hourly paid employees are paid correctly.
* Take ownership of the account's P&L and participate in monthly financial reviews.
* Monitor all budget streams against actual spend, implementing corrective actions by the Service Support Managers and Regional Operations Managers as needed.
* Keep cost control documentation up to date, reflecting any contract variations.
* Update billing systems to reflect contract changes, ensuring revenue is maximised and all costs are recovered
* Investigate and resolve client complaints promptly, ensuring actions are documented within management information (MI) reporting.
* Produce and deliver monthly client reports and account updates.
* Drive continuous improvement through innovation and the development of a technology roadmap, supported by Mitie CHCE.
* Share relevant industry news, best practices, and Mitie Group initiatives with the client.
* Collaborate with the client to identify and implement cost-saving initiatives.
* Work closely with Mitie stakeholders and suppliers to deliver services and compile management information for reporting.
* Build strong internal relationships with Service Support Managers and Regional Operations Managers to ensure effective service delivery.
* Manage escalated issues through to resolution, engaging the appropriate stakeholders.
* Ensure monthly and quarterly Q-Audits are completed on time, as defined by the contract.
* Review failed Q-Audit scores and implement performance improvement plans to address issues.
* Monitor and track plant equipment, maintenance schedules, and compliance requirements.
* Ensure contract-wide QHSE compliance in collaboration with regional teams.
* Explore and support social value initiatives that benefit both Mitie and the client's local communities.
* Engage with the client on Plan Zero commitments and identify ways Mitie can contribute.
* Embrace and implement new technologies, including platforms like Merlin, to enhance contract performance.
* Act as a brand ambassador for Mitie, promoting employee benefits and supporting engagement through initiatives like the Mitie Star reward scheme.
* Drive customer satisfaction, as demonstrated through Net Promoter Score (NPS) survey participation and results.
* Manage time effectively to ensure all responsibilities are completed efficiently.
* Support the rollout of national account initiatives in collaboration with regional stakeholders.
* Initiate the implementation of Merlin and Tork Vision for a demand led solution to the cleaning operation across all sites.
Person Specification
* Proven experience in field-based account management with a strong track record of delivering results.
* Background in the cleaning industry is essential.
* Demonstrates a genuine passion for building and nurturing relationships both internally and externally.
* Strong communication and people management skills.
* Highly self-motivated with a proactive approach to work.
* Flexible and open to regular travel for client site visits.
* Proficient in Microsoft Office applications, with solid overall IT competency.
* Understands the importance of meeting service level agreements (SLAs) and key performance indicators (KPIs).
* Passion for embracing AI across all our working practices
* Proven experience in field-based account management with a strong track record of delivering results. * Background in the cleaning industry is essential. * Demonstrates a genuine passion for building and nurturing relationships both internally and externally. * Strong communication and people management skills. * Highly self-motivated with a proactive approach to work. * Flexible and open to regular travel for client site visits. * Proficient in Microsoft Office applications, with solid overall IT competency. * Understands the importance of meeting service level agreements (SLAs) and key performance indicators (KPIs). * Passion for embracing AI across all our working practices
National Cleaning Account Manager
Ref: 5c4ebc62ce4e48c0909a35207c39d217
Birmingham, England
Mitie
Sales & Business Development