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Account Manager

Interserve
Job LocationPembury
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Position OverviewTo provide market leading account management and customer experience. To create, engage and lead high performing teams in growing the business whilst ensuring a safe, compliant, profitable and effective service delivery through operational excellence.Management, leadership and commercial experience within complex multi-stakeholder organisation within NHS PFI arena is preferable.ResponsibilitiesCustomer

  • To deliver an exemplary customer experience by developing positive and sustainable relationships, understanding and aligning to the customer’s insights and values and providing clear and rewarding customer interactions.
  • To balance service delivery and account development, driving continuous improvement to enhance the customer benefit through meeting or exceeding performance delivery.
  • To ensure that all colleagues understand the customer proposition, maintain a positive brand perception and uphold the customer brand, facilitating an environment to work in partnership with the customer.
  • To provide a balance between achieving the best for the customer and profitability for the contract.
    • People
  • To create a high performance environment aligned to Interserve’s culture, values and behaviours, achieving success through motivating and engaging teams, reward and recognition, performance management and talent and succession planning.
  • To effectively performance manage, clearly defining, assigning and reviewing responsibilities regularly and utilising established processes and procedures.
  • To nurture talent, establish succession and retention plans and manage people development by providing support, guidance and mentoring.
  • Promoting a culture of wellbeing, embracing diversity and inclusion and enhancing collaboration and innovation across the business.
  • Ensuring HR policies and procedures are applied fairly and consistently and a level of resource management is maintained to competently meet contractual and legal requirements.
    • Health and Safety, Quality and Sustainability
  • To build and embed a zero tolerance, accident free, culture of safe behaviour by remaining visible with a fully committed and proactive approach and ensuring health and safety systems and processes are implemented, monitored and reviewed.
  • To promote an environment of operational excellence through continuous improvement and innovation.
  • To ensure that products and services are delivered sustainably, considering the beneficial impacts on society and the environment.
    • Financial and Commercial
  • To fully understand the account commercial contract, identifying and accounting for risks and liabilities and complying with commercial governance.
  • To understand financial reporting systems, challenging performance, reviewing costs, approving financial submissions and initiating profit improvement plans to achieve or exceed expectations.
  • To oversee and regularly review budget and forecast creation, income recovery, cost recognition and cash collection controls and deliver the P&L on time and to budget.
    • Operations
  • To ensure adherence to all contractual standards, specifications and legislation, monitoring operational performance and avoiding KPI deduction through data utilisation.
  • To ensure that processes, tools, equipment, resources and all necessary training and supervision are in place to allow teams to carry out their duties safely.
    • Strategy and Business Development
  • To create, deliver and review an annual business plan for the account while developing the customer offer through collaboration with Interserve colleagues.
  • To actively seek organic growth and maximise shareholders profit by opportunity seeking, spending wisely and understanding changes to legislation and working practices.
    • Additional
  • To provide high quality and accurate reporting, clear and professional communications in accordance with brand guidelines and comply with company security requirements.
  • To embrace change and Interserve initiatives and actively manage policies, systems and processes.
    • What we are looking forKnowledge/Experience
  • Experience of working in a similar role with a portfolio in excess of £5m per annum - essential.
  • Educated to degree level or equivalent – ideally with a hard services/engineering background.
  • Significant management, leadership and commercial experience at senior level in complex and multi-stakeholder organisations within the NHS PFI arena.
  • Demonstrable evidence of developing and sustaining a customer focussed culture - essential.
  • Proven track record of successful financial and commercial management – essential.
  • Considerable experience in leading and motivating high performance teams.
  • Experience in managing contracts to achieve high quality services and outcomes- essential.
  • Able to understand contract obligations and corporate governance in detail, conveying the appropriate aspects to team members - essential.
  • Able to recognise the development needs of self and others and utilise this to achieve the best outcome.
    • Skills
  • Exceptional all-round communication and presentation skills.
  • Outstanding interpersonal skills with the ability to negotiate to the benefit of all parties.
  • Skilled at building, motivating and leading team performance to achieve desired outcomes - essential.
  • IT literate and proficient with Microsoft Office or similar applications and the principles of FM CAFM systems.
  • Strong commercial acumen at operational level with the ability to create and deliver successful financial plans - essential.
  • Ability to handle and prioritise challenging workloads and delegate effectively.
    • Person
  • Creates, strengthens and manages great relationships of all types and at all levels with both colleagues and customers, displaying a passion for providing an outstanding customer experience.
  • Actively promotes inclusivity and diversity.
  • Highly self-aware, maintains wellbeing and remains resilient and optimistic, is committed to developing to their potential and performs at their peak.
  • Gives clarity and shares passion, embraces change and builds momentum. Inspires others by acting with integrity and leading by example. Achieves results through the success of others.
  • Upholds the highest possible health and safety standards.
  • Supports and develops colleagues to ensure that they perform to their full potential. Promotes the wellbeing of others.Takes charge to ensure right first time delivery to our

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