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Account Manager

Customer Service

Type: Full time

Salary: £ Excellent

Location: London



Job Element




Job Title



Account Manager


Reporting To



Portfolio Manager








Direct Reports


Service Support Managers / Supervisors



Main Purpose



To take full responsibility and accountability for managing the delivery of Cleaning and Support services to site, ensuring all services provided are delivered at least to the agreed service standard in an efficient, professional and customer focused manner. 



Duties & Responsibilities



  • Manage and adhere to budgets, provide budgetary reporting to stakeholders
  • Provide out of hours support to ensure service delivery standards are met.
  • Maintaining, developing and promoting H&S standards and processes in line.
  • Overall responsibility for accurate and timely timesheet submission to payroll department.
  • Undertake programmed Quality Control inspections and audits on service delivery and cleaning standards, be proactive to remove all non-compliances and non-conformities
  • Identify any cost saving opportunities and service delivery innovations.
  • Project Management and mobilisation of contracts
  • Driving and promoting NJC processes and standards into the team


  • To understand the working relationship between NJC and the client to ensure all actions work to maintain the relationship. 
  • Manage service delivery to ensure outstanding customer service to the client, customers and visitors.
  • Ensure Service Level Agreements are managed, developed and implemented to meet the needs of the client.
  • Ensuring KPI’s are managed and achieved to ensure service standards are met
  • Provide regular reports and attend planned and ad hoc meetings with client representatives to ensure service delivery satisfaction.





  • To manage and develop the cleaning delivery team and individuals to maximise efficiencies, service standards and development possibilities
  • Be a Health and Safety ambassador and take a proactive approach to Health and Safety Management and promote good habits and methods of work.
  • Be alert to team talent and challenge them to meet personal development targets.
  • Supervise and co-ordinate staff ensuring a strong team relationship.
  • Demonstrate understanding of a diverse workforce
  • To promote NJC core values within job role:

- Open, honest and transparent

- Uniquely different


- Limitless Passion

- Integrity

- Excellence

- Respect


  • Develop and adhere to all NJC and client systems, policies and procedures.
  • Provide quotations for clients using Amonet, oversee that work is scheduled, completed and then invoiced accordingly.
  • Maintain responsibility for all Health and Safety planning, including RAMS, COSHH, PPE and Health and Safety Plans co-ordinated by Sustainability Manager
  • Ensure relevant staff use Amonet system effectively and appropriately.
  • Managing all people related processes are adhered to including timesheet collation, right to work checks, performance levels are maintained
  • Driving team inclusion in a diverse workforce
  • Responsible for the collection and submission of all site stock sheets in accordance with stock delivery schedule
  • Ensure all staff obey site and NJC rules and standards and deliver services to the required standard, including personal hygiene, appearance and adherence to uniform policy


The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your role within the organisation and the overall business objectives


Experience / Skills


  • 3 years in a similar client facing management  role within the soft services industry
  • High volume public realm experience
  • IOSH qualification – preferable or working towards
  • Strong working knowledge of Microsoft Office Packages
  • Experience of working with CAFM systems
  • Good knowledge of Waste Streams
  • Ability to interact effectively at all levels with clients, staff, and members of the public and to represent NJC in a competent and professional manner.
  • People and Team Management experience
  • A quality driven manager of people, systems and service whose leadership and experience ensure the services are provided to the highest standard.
  • A proactive thinker who is always looking to improve service.
  • Good communication skills, written and oral, at all levels.
  • Good time management and delegation skills.
  • Ability to react effectively to problem situations and emergencies.
  • IT literate, Internet Explorer, Word and Excel etc.
  • Flexible to meet the requirements of the customer and business



Closing date: 22-07-19
Start date: 23-07-19

To Apply for this vacancy please click on the APPLY button below and follow the application instructions.