Account Manager

Department: Services

Employment Type: Permanent

Location: London

Description

What will you be doing?

• Manage onsite community teams, setting clear objectives and ensuring timely L&D completion.
• Oversee HR functions, including holiday cover, handovers, and team resilience.
• Lead succession planning and cross-training initiatives.
• Ensure all FM services meet specifications, SLAs, and reporting standards.
• Maintain compliance across buildings, managing audits, remedials, and inspections.
• Resolve service issues proactively; improve processes to prevent recurrence.
• Build strong relationships with suppliers, landlords, tenants, and third parties.
• Monitor and manage service charge obligations and landlord-provided services.
• Stay visible across the portfolio, acting on feedback to improve environments.
• Control portfolio costs, review spend, and secure client approvals for recharges.
• Identify and implement opportunities for additional services.
• Process POs and ensure timely supplier payments.
• Provide accurate monthly/quarterly reports.
• Lead mobilisation/demobilisation of client sites.
• Support client H&S activities, audits, and investigations.
• Ensure full compliance with H&S and regulatory standards.
• Collaborate with internal teams to deliver successful outcomes.

Who are we looking for?

• Alignment with our company behaviours: Play To Win, Own Your Outcome, Solve It Together, Help Each Other Grow
• Strong client relationship and account management skills, with experience in commercial property and both hard/soft FM.
• Technical FM knowledge essential; IWFM, IOSH or NEBOSH qualifications desirable.
• Proven ability to manage suppliers, Helpdesk teams, and outsourced services effectively.
• Solid understanding of workplace H&S and incident management.
• Skilled in producing operational reports for external stakeholders.
• Proactive, hands-on approach with strong problem-solving and crisis management skills.
• Effective at building and influencing relationships across all levels, internally and externally.
• Commercially aware, with experience managing client budgets and financial matters.
• Committed to continuous improvement and change management.
• Confident, adaptable, and resilient with the ability to manage priorities across multiple sites.

What's in it for you?

• Competitive pay scales reviewed annually
• Discretionary annual company bonus
• Private healthcare and life cover
• Hybrid working with a focus on connectivity, flexibility and bigger relationships as part of our workplace experience strategy
• Bespoke training programmes and our bespoke ‘Instant Learning’ portal
• Reward Gateway (discounts!)
• Wellbeing Centre
• Global Employee Assistance Programme
• Brilliant colleague recognition scheme, with quarterly and annual ‘Let’s Celebrate’ awards (with great prizes!)
• Generous referral scheme
• Laptop / tech provided
• Early finish on a Friday!