Job Title: Account Manager / Regional Manager
Hours: 40 hours per week
Location: Midlands / North
Key Responsibilities
* Oversee service delivery across client locations in the north of England, supporting the JLL and Rolls Royce Account, ensuring consistent quality and reliability at each site.
* Ensure all services meet or exceed client expectations, strictly adhering to contractual agreements and established quality standards, conducting regular site visits, performing performance assessments, and resolving operational issues promptly to guarantee seamless service delivery.
* Lead the waste team that supports service delivery to the customer.
Relationship Management
* Build and maintain strong relationships with key decision‑makers, ensuring effective collaboration and mutual understanding.
* Establish trust and rapport with client stakeholders through open communication and strategic discussions, tailor solutions to support long‑term partnerships. This includes stakeholders from Mitie and the client.
Client Satisfaction and Issue Resolution
* Resolve escalated client complaints and maintain high levels of client satisfaction.
* Serve as the primary escalation point for complex or unresolved client issues, investigate and address concerns, implement corrective measures, and follow up to confirm client satisfaction.
Business Development and Strategic Initiatives
* Continuously assess client needs and market trends to uncover new business opportunities, propose innovative solutions and service enhancements that add value, broaden service offerings, and promote account growth.
Performance Management
* Monitor key performance indicators (KPIs) related to the JLL/Rolls Royce contract, including attending mandatory monthly meetings with senior client and presenting KPI/SLA performance.
* Define clear and measurable KPIs for the team, track service quality, efficiency, and client satisfaction, review performance data, give constructive feedback, and implement targeted training or process improvements.
* Analyse client feedback and performance metrics to identify recurring patterns and areas for improvement; lead initiatives to enhance service delivery, streamline processes, and introduce best practices.
Account Review and Stakeholder Engagement
* Facilitate regular account reviews to assess performance, align expectations, and encourage transparent communication with stakeholders and suppliers.
* Organise structured review meetings with clients to discuss performance metrics, recent developments and future objectives, share insights, address concerns, and ensure ongoing alignment on goals.
* Create a positive safety culture on client sites in line with client and Mitie requirements.
Person Specification
* Excellent communication and organisational skills – strong written and verbal communication, effective time management and organisation.
* Ability to multitask – manage multiple projects simultaneously with flexibility and adaptability.
* Waste industry experience – working knowledge of waste and recycling best practices and innovative approaches for waste treatment.
* Contract and waste management knowledge – experience in contract management and hazardous/non‑hazardous waste management, ensuring compliance and efficiency.
* Cross‑level communication – comfortable communicating with individuals at all organisational levels.
* Presentation and planning skills – effective presentation delivery and project coordination.
* Managing change and customer care – experience in managing change and providing customer care.
* Health and safety understanding – sound understanding of health and safety practices, ensuring adherence to regulations.
* Approachable and hard‑working – an approachable, diligent attitude and a “can‑do” approach.
* IT skills – proficiency in Microsoft Word, PowerPoint and Excel.
Benefits
* Virtual GP – video or phone consultation without leaving home.
* Financial wellbeing assistance – Salary Finance scheme, access to up to 50% of earned pay before payday, competitive loans.
* Flexible lifestyle benefits platform – purchase up to five extra holiday days per year, buy critical illness insurance, dental treatment or technology products at an affordable cost.
* Discounts – high street discounts from thousands of retailers, gyms through MiDeals platform; cycle‑to‑work scheme.
* Life cover – up to four times salary; enhanced pension contributions; save‑as‑you‑earn scheme; Mitie Matching Share Plan.
* Recognition – Mitie Stars award with monthly cash prizes and an annual top prize.
* Training and development – diverse learning resources for career progression.
Equal Opportunity
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition and need reasonable adjustments during the recruitment process, please let us know.
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