JOB TITLE: Account Manager

LOCATION: Heathrow Airport

CONTRACT: Permanent

HOURS: 40 hours per week

SALARY: Competitive

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [email protected]. We're here to help!  

ROLE OVERVIEW AND PURPOSE

We are looking for a dynamic and results-driven Account Manager to join our team for one of our prestigious partner airlines. As an Account Manager, you will be responsible for building and maintaining strong relationships with our client, you will work in collaboration to fully understand their product to ensure we meet their expectations. You will be the main point of contact for our client, communicating daily with them and your team and other internal colleagues to deliver exceptional service within budgets set.

KEY RESPONSIBILITIES

• Acquire a thorough understanding of key customer needs and requirements

• Expand the relationships with by continuously proposing solutions that meet their objectives

• Ensure the correct products and services are delivered to customers in a timely manner

• Serve as the link of communication between key customers and internal teams

• Resolve any issues and problems faced by customers and deal with complaints to maintain trust

• Assist the operations team in meeting monthly SLAs Driving Quality, Safety Performance, and On-Time Delivery.

• Manage day-to-day client communication and ongoing relationships

• Manage and coach the teams to deliver a high-quality service

• Examine and investigate operational reports & complaints and address them.

• Examine, react and respond to reports on health and safety.

• Investigate poor performance which has created delays and quality concerns.

• Drive ongoing improvement in service delivery. Methodology, equipment, and Standard Operating Procedures.

• Attend, weekly, monthly, and quarterly meetings with clients.

• Drive and Promote innovation throughout the operation.

• Ordering supplies and equipment for operations.

• Liaise with the laundry provider to guarantee adequate supply.

• Ensure that teams follow airport and airline requirements.

• Conduct quality audits

• Attend daily operational calls with the client.

• Prepare and present accurate and timely financial reports to internal and external stakeholders.

• Collaborate with clients to ensure accurate and timely billing and resolve any billing discrepancies.

• Maintain strong relationships with clients and internal stakeholders.

REQUIRED SKILLS AND EXPERIENCE

• Strong analytical and problem-solving skills

• Proficiency in reporting tools

• Excellent communication and interpersonal skills

• Attention to detail and accuracy.

• Ability to work independently and in a team environment.

• Strong organizational and time management skills

• Proficiency in MS Office applications, particularly Excel

• Prior experience in an account manager within the Aviation Industry is desirable.

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our careers page

ABOUT US

ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.