Job Description

Account Manager

OFFICE LOCATION Bournemouth

REPORTS TO Account Director

DIRECT REPORTS Agreed Portfolio

EMPLOYMENT STATUS / WORKING HOURS

Full Time / Permanent - 40 x Hours Per Week and Flexible to meet the needs of the role & business

DATE March 2020

Summary & Purpose of the RoleProvide leadership and direction within the Agreed portfolio, to assure that Company standards and policies are followed and maintained.

Responsibilities Responsible to drive operations and profit plans to budget through successful leadership,

organisational plans, customer service, and outstanding execution of all strategies, consistently across all locations.

To manage estate, inclusive of H&S, statutory, budget, M&E, and soft service delivery to ensure IFM are compliant at all times.

Implementation of scope of works, PPM schedules, cleaning schedules and relevant data collection from contractors.

To engage and lead and client requested Projects ensuring completion to budget and on time To manage space planning team and ensure all plans and process are up to date and adhered

to up to and including the moves themselves Provide leadership and direction. This includes, but is not limited to, conducting annual

performance reviews, reviewing annual performance reviews conducted by the property manager, conducting performance counselling as needs arise

Know and manage the business by effectively using MI reports, assessing individual results, and developing specific actions directly related to securing contract renewal, consistently across all locations and buildings.

Accountable to ensure that trends of underperformance are formally addressed, with clear and documented performance improvement plans.

Customer engagement must be a point of differentiation aimed at quality, ideas, acknowledgment and inspiration, which leads to an emotional and loyal brand / customer attachment; maintaining trusted advisor status

Set high expectations for results and hold the contract management team accountable to the measurable KPI scores associated

Company Vision…..“to have staff who love working for us and clients who love working with us” 1

Interaction with and maintenance of, company IT systems for internal and external stakeholder requirements

To ensure operations are delivered in line with the company accreditation requirements, i.e. ISO:9001, 14001 and OHSAS:18001

Full compliance with company operational platforms i.e. IFMG Operations Manual Total compliance with HSE and statutory requirements related to the respective client service

provision Ensure the overall people plan of the contract reflects high standards, succession planning,

coupled with consistent mentoring and people development. Manage locations to work within supplier/ labour scheduling budget / models Direct a standard with contract management that reflects a staffing approach that meets the

client requirements. Understand and administer the HR policies and procedures and ensure compliance with

them, consistently between locations. Responsible to consistently and effectively communicate the company objectives to all site

management teams To ensure all work is carried out in a safe, proper and thorough manner taking into account

Health and safety legislation, Incentive FM policies and procedures, risk assessments and method statements

Maintain confidentiality in all aspects of client and staff information.

Skills and ExperienceGood experience of working within a customer facing environment is a requirement for this position along with exceptional people management and administration skills. Specific competencies within this general requirement include the following: Ability to articulate thoughts into clear and concise written and verbal communication Outstanding leadership skills; inspiring interpersonal effectiveness to lead team, train talent

and effect change; willing and able to be a “doer” and “influencer” Competent industry knowledge Excellent time management organisation and focus on ability to prioritise and multi task, with

ability to focus on detail Experience at management level within facilities Relevant H&S Qualification (IOSH managing safely minimum working towards NEBOSH) IT literacy skills in MS Outlook, Word, Excel and PowerPoint Demonstrated passion for the IFM brand

Declaration: I agree that I have been fully informed on my position and that my job description has been thoroughly explained to me.

Employee’s signature:

Company Vision…..“to have staff who love working for us and clients who love working with us” 2

Employees name: Date:(please print)

Manager’s signature:

Managers name: Date:(please print)

This job description is intended to give the post holder an appreciation of the role envisaged and the range of duties and responsibilities to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervals. The post holder will be required at all times to perform any other reasonable task, as requested by the Regional Director/Managing Director, in order to meet the operational needs of the business.

Company Vision…..“to have staff who love working for us and clients who love working with us” 3