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BMS Service Development Manager

  • Location

    London

  • Sector:

    Facility / Cleaning

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    REF18332G

  • Published:

    1 day ago

  • Expiry date:

    2022-06-08

  • Client:

    Mitie

Job Description

Job objectives and responsibilities

To focus on the development and introduction of new BMS service clients, establishing oneself as the "go to" point of contact for progressing new opportunities and novation of BMS contracts within Mitie. This will involve becoming the conduit between client and operation delivery teams to ensure contract mobilisation and ongoing performance levels are maintained. Contract renewals, extensions and uplifts will form part of this element which will be supported by contract quoting resources from within the team.

The role may extend to managing additional resources to assist in timely renewals and renegotiations of BMS contracts, whilst continuing to look at ways of delivering increased value to our clients.

The individual will become part of the senior management leadership team contributing to the strategic direction and operational performance of the BMS Operation within Mitie Energy and will therefore need to have a good understanding of the Controls industry whilst having a passion to help create one of the leading BMS / Energy service providers in the UK.

Supporting the Customer Journey:

  • Be the dedicated point of contact for an existing portfolio of BMS Service customers and new contract enquiries.

  • Seek out opportunities to secure new BMS support contracts, working closely with the Operational and Account Managers across the wider Mitie business.

  • Hold/support client reviews focusing on service quality, opportunities for improvements

  • Build relationships with third party partners to allow the delivery of non-core BMS competencies / services.

  • Support attainment of new business through the promotion of BMS support services and carbon reduction strategies including upgrade works and new energy projects

  • Own and support post-mobilisation process including reviews and action plans

  • Support identification and progression of future needs that could be supported by additional Mitie products and services

  • Ensure the team delivers timely quotations for remedial works detailed to a standard that supports the investment

  • Support retention by managing the Renewal processes

    Driving up Service Quality:

  • Drive up the quality of service delivery, by overseeing relevant KPI reporting, and documenting an action plan

  • Own and manage the resolution of complaints

  • Managing the performance of sub-contractors where services are outsourced

  • Support development and management of the NPS improvement plan

  • Effectively build and develop an excellent and proactive working relationship with the customer and insight into their business, providing both a platform for commercial growth (up-sell / cross-sell) and guaranteed retention of existing services.

  • Ensure agreed processes are in place and adhered to in the delivery of services across the business.

  • Be accountable for customer service delivery issues and the communication around these to all stakeholders by proactively managing customer expectations, both internal and external, ensuring clear and concise routes of communication are utilised and following agreed line of escalation.

  • Regularly network internally and externally to raise the profile of Mitie Energy and to establish excellent

  • Keep abreast of industry developments for all commodities affecting the business market

    Main Duties

    Drive continuous focus on the quality of service delivery throughout the customer journey and evolution with Mitie.

  • Drive continuous focus on the quality of service delivery throughout the customer journey and evolution with Mitie.

  • Act as a sounding board, trusted adviser and advocate for the customer, facilitating the resolution of major issues impacting the quality of delivery and customer experience.

  • Oversee mobilisation of new service contracts ensuring a high-quality customer journey throughout and beyond the mobilisation process, including post mobilisation customer reviews, and act quickly and decisively to resolve any issues.

  • Manage a team delivering proposals and quotations for remedial works and service contract renewals.

  • Drive continuous quality improvements - identifying root causes and implementing solutions (moving away from 'reactive/corrective' towards 'proactive/preventative' actions)

  • To build and nurture excellent client relationships based on insight, understanding, trust, communication, and innovation.

  • Manage Customer Complaints - ensuring these are logged, tracked and resolved within agreed timescales and standards

  • Drive up sell through P6/remedial conversion identified by P2 works and risk assessments

  • Work closely with the sub-contractors where services have been outsourced, attending regular performance reviews

  • Maintain close contact and nurture a relationship with the customer, ensuring customer satisfaction is achieved and maintained across the delivered service lines - demonstrate Bold, Open, Trusted, Clear behaviors

  • Be accountable for arranging, preparing and chairing customer Service Delivery review meetings, at a frequency agreed with the customer

  • Maintain a good internal stakeholder network with the rest of the Mitie business

  • Coordinate with technical, operational and other service departments as appropriate to ensure client satisfaction is maintained

  • Responsibility for the retention, enhancement and development of customers; maintaining key customer retentions in line with the retention plan and annual targets

  • Support delivery of NPS Plan

  • Display strong commercial awareness and business acumen

  • Communicate at all levels within the business especially on complex and technical issues

  • Any other duty which reasonably falls within the scope of this role,

  • Follow Group and company policies and procedures at all times;

  • Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;

  • Use all work equipment and personal PPE properly and in accordance with training received;

  • Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

    Information Security

  • Ensure compliance with Mitie's information security procedures in all activities

  • Proactively identify and report security risks to your manager;

  • Report actual and suspected security incidents;

    Note This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.

Candidate Description

  • Knowledge of relevant procedures

  • Level of customer Service

  • Team Player

  • Health and safety awareness and knowledge

  • Communication,

  • Experience of working in either an account management, service delivery role

  • A great people manager demonstrating an ability to develop a team and get the best from individuals.

  • Experience of working in the BEMS industry

  • Excellent understanding of HVAC and BEMS Systems

  • Excellent customer relationship skills with dedicated customer focus

  • Excellent interpersonal and communication skills

  • Able to manage time and workload, to be organised and accurate

  • Good PC skills with an excellent knowledge of Office applications specifically Excel and Access

  • Strong analytical and statistical probing skills

  • An understanding of utilities and energy reporting would be beneficial

  • Ability to communicate complex technical problems in simple language

  • Flexible approach to working

  • Proactive nature with an ability to show initiative

Employer Description

Delivering the exceptional, every day

  • Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

  • Our promise to our people: a place to work where you can thrive and be your best every day.

  • Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

  • Our culture - our core values and how we behave:

  • We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

  • We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.

  • We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

  • Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

  • Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.