We are looking for an experienced and people‑focused Account Manager to lead the delivery of Total Facilities Management (FM) services across a corporate workplace environment. This is a fantastic opportunity for someone passionate about creating exceptional workplace experiences, supporting colleagues and visitors, and ensuring the workplace is a safe, welcoming, and high‑performing environment.
In this role, you will oversee a blend of hard and soft FM services — including engineering, cleaning, security, porterage, and helpdesk — while ensuring the workplace operates smoothly and reflects a first‑class employee and guest experience. You will also lead change initiatives that improve service outcomes and enhance how people interact with the space.
About the Role:
Workplace Experience Leadership
- Champion a workplace environment where colleagues can do their best work and visitors feel welcomed and supported.
- Ensure all FM services contribute to a seamless and engaging workplace journey.
- Lead service improvements that enhance wellbeing, productivity, and the overall user experience.
Operational & Service Delivery Management
- Oversee hard and soft FM operations, ensuring service consistency, quality, and compliance.
- Use CAFM and workplace insights to manage performance, track tasks, and identify improvement opportunities.
- Ensure KPIs and SLAs are met or exceeded.
People & Culture Leadership
- Lead and motivate onsite teams (engineering, cleaning, security, porterage, helpdesk).
- Create a positive, high‑performing team culture focused on service excellence and hospitality‑minded support.
- Support training, development, and clear communication throughout periods of change.
Client, Visitor & Stakeholder Engagement
- Act as the primary client contact, building strong, collaborative relationships.
- Engage with employees, workplace teams, and visitors to understand their needs and create a frictionless experience.
- Respond quickly and effectively to challenges, feedback, or service issues.
Change Management & Continuous Improvement
- Lead transformation initiatives, new processes, and service enhancements.
- Introduce and embed change with clear communication, training, and stakeholder engagement.
- Continuously review operations to improve sustainability, technology use, and service quality.
Financial & Commercial Management
- Hold full P&L responsibility for the contract.
- Manage budgets, costs, forecasting, and commercial performance.
- Identify efficiencies and innovations without impacting service standards.
Health, Safety & Compliance
- Ensure operations fully comply with UK regulations including COSHH, RIDDOR, and CDM.
- Oversee risk assessments, safe systems of work, and statutory maintenance.
- Promote a strong safety culture aligned to workplace wellbeing.
About You:
Experience & Background
- Proven experience in Facilities Management, ideally in Total FM or multiservice environments.
- Strong understanding of workplace operations, hospitality‑led service, or workplace experience initiatives.
- Experience managing teams and subcontractors.
- Comfortable leading change and implementing new ways of working.
- Budget, P&L, and commercial experience.
- CAFM knowledge and Microsoft Office proficiency.
- Relevant FM or H&S qualifications (IOSH/NEBOSH) beneficial.
Skills & Competencies
- Strong leader with excellent people and communication skills.
- Passionate about delivering outstanding workplace and visitor experiences.
- Commercially aware, organised, and able to prioritise effectively.
- Proactive problem solver with strong attention to detail.
- Adaptable, calm under pressure, and able to lead teams through change.
Personal Attributes
- Collaborative, approachable, and service-driven.
- Embraces innovation and continuous improvement.
- Professional, dependable, and committed to operational excellence.