Account Manager

LOCATION: Belfast

SHIFT PATTERN: Monday to Friday, 40 hours per week

SALARY: Competitive

Purpose: To ensure the smooth running of the business on a day to day basis by overseeing all contracts, customer needs, and management & development of the team. Being the main point of contact for operational matters and being part of the operational management structure within the company. To be innovative and drive forward quality in standards, maintaining excellence and compliance to policy & regulatory requirements at all times.

Key Responsibilities

Service Provision

• Ensure the delivery of services to meet the needs and exceed the expectations of the customers within remit.

• Monitor and maintain all contracts to company standards and within specification.

• Build a strong relationship with customers and ensure that teams follow suit, in accordance with their roles.

• React in a timely manner to any issues that arise, support their resolution within the scope of the contract(s).

• Continually manage and monitor the availability and serviceability of all uniforms, site-specific clothing, PPE, equipment and materials.

• Drive the achievement of all site operational key performance indicators (KPI), and support/improve poor performing sites.

People Supervision and Development

• Assume responsibility for the recruitment, training, development and performance management of the entire team.

• Manage attendance appropriately, and follow relevant HR procedures

• Identify training needs and deliver training as required, in line with company standards.

• Be dynamic in leading the team to deliver best in class customer service.

• Create harmonious working environments and proactively manage conflict at source, escalating as appropriate.

• Maintain fair and inclusive working environments, free from discrimination or prejudice.

• Ensure you are visible and contactable whilst on duty, and that plans are in place for escalation out of hours or during absence.

Business Administration

• Ensure the team are paid correctly by inputting payroll on time and with minimal errors.

• Ensure that all records relating to employment, including relevant qualifications and vetting, are maintained and updated as necessary.

• Manage the holiday schedule whilst maintaining required levels of service provision.

• Manage the delivery of all contracts to budget.

• Validate proof of delivery on orders received, escalate any discrepancies and support resolution.

Quality Management and Health and Safety

• Ensure and promote safe working environments.

• Maintain up to date site manuals.

• Carry out risk assessments and training, including tool box training.

• Ensure that all company policies and procedures are followed at all times.

• Maintain and further own knowledge relating to relevant statutory and local legislation; ensure compliance to law.

• Report all incidents, accidents and near-misses in line with policy.

• Complete relevant audits and questionnaires, and take actions where improvement is required.

Other

• Take a results-orientated approach to the role, ensure results are analysed/trended and that remedial actions are delivered.

• Support the growth of the business, where possible, by up-selling and cross-selling to customers and by passing on potential sales leads,

• Support any customer initiatives which could lead to longer term benefits to both the customer and ABM.

• Any other ad-hoc duties as reasonably requested by an appropriate member of the management team.

Skills and Experience

Essential Criteria:

·   A full, clean driving licence.

Desired Qualifications:

·  School leaving standard qualifications in Maths and English; or an appropriate standard to meet the needs of the role.

Desired Experience:

·       Experience within the relevant industry, or a similar environment.

·       Multi-site management experience.

·       Up to date understanding of legislation relevant to the role.

·       A minimum of four years’ experience of supervising/leading teams.

·       Experience working within a results-oriented environment.

·       Proven experience within an outsourced setting.

·       Experience of project management, including: planning, implementation and follow-up skills.

·       Time spent in a customer service environment.

Desired Skills:

·       IT literate including knowledge of Word, Excel and Outlook.

·       Proven motivational skills; well-developed influencing skills.

·       Good communicator, able to convey information in a clear, simple and warm manner.

·       Excellent supervisory skills – able to motivate teams and actively support team members through change management.

·       Able to diffuse and handle difficult situations/people.

·       Excellent customer care skills.

Attitude / Motivation:

·       Confident.

·       Flexible, reliable, responsible, calm under pressure.

·       Positive and supporting of organisational change.

·       Positive attitude to private outsourcing.

·       Motivated by a desire to provide a professional service and to build a successful, efficient and committed team using effective systems.

·       Willing to continue professional development and to develop the role.

·       Willing to undergo, and provide, training/coaching in line with organisational philosophy.

·       Willing to work 5 days over 7 and out of hours as and when required.

·       Willing to travel to cover other regions as and when required.