Join to apply for the National Cleaning Account Manager role at Mitie Cleaning & Hygiene Services
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Join to apply for the National Cleaning Account Manager role at Mitie Cleaning & Hygiene Services
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* Ensure contract sites are managed safely, efficiently, and in line with required standards.
* Deliver services in accordance with contractual SLAs and KPIs, while proactively identifying and driving improvements.
* Optimise profitability and identify revenue growth opportunities within the account.
* Maintain high levels of client satisfaction and consistently exceed performance expectations.
* Present Mitie reports at agreed intervals with the contract lead, using insights to motivate and guide team improvements.
Better places, thriving communities.
Job Objectives And Responsibilities
* Ensure contract sites are managed safely, efficiently, and in line with required standards.
* Deliver services in accordance with contractual SLAs and KPIs, while proactively identifying and driving improvements.
* Optimise profitability and identify revenue growth opportunities within the account.
* Maintain high levels of client satisfaction and consistently exceed performance expectations.
* Present Mitie reports at agreed intervals with the contract lead, using insights to motivate and guide team improvements.
Main Duties
* Maintain regular communication with the client and their representatives, including participation in weekly calls, monthly meetings, and quarterly contract reviews.
* Prepare pricing proposals for additional locations or service lines as requested by the client.
* Identify and pursue opportunities to grow revenue through expanded service offerings such as Security, Pest Control, Landscaping, Waste Management, and Technical Services.
* Ensure all one-off or out-of-scope work is clearly documented, approved by the client, actioned appropriately, and fully cost-recovered.
* Fully understand payroll system and work alongside the Service Support Managers to ensure all hourly paid employees are paid correctly.
* Take ownership of the account's P&L and participate in monthly financial reviews.
* Monitor all budget streams against actual spend, implementing corrective actions by the Service Support Managers and Regional Operations Managers as needed.
* Keep cost control documentation up to date, reflecting any contract variations.
* Update billing systems to reflect contract changes, ensuring revenue is maximised and all costs are recovered
* Investigate and resolve client complaints promptly, ensuring actions are documented within management information (MI) reporting.
* Produce and deliver monthly client reports and account updates.
* Drive continuous improvement through innovation and the development of a technology roadmap, supported by Mitie CHCE.
* Share relevant industry news, best practices, and Mitie Group initiatives with the client.
* Collaborate with the client to identify and implement cost-saving initiatives.
* Work closely with Mitie stakeholders and suppliers to deliver services and compile management information for reporting.
* Build strong internal relationships with Service Support Managers and Regional Operations Managers to ensure effective service delivery.
* Manage escalated issues through to resolution, engaging the appropriate stakeholders.
* Ensure monthly and quarterly Q-Audits are completed on time, as defined by the contract.
* Review failed Q-Audit scores and implement performance improvement plans to address issues.
* Monitor and track plant equipment, maintenance schedules, and compliance requirements.
* Ensure contract-wide QHSE compliance in collaboration with regional teams.
* Explore and support social value initiatives that benefit both Mitie and the client's local communities.
* Engage with the client on Plan Zero commitments and identify ways Mitie can contribute.
* Embrace and implement new technologies, including platforms like Merlin, to enhance contract performance.
* Act as a brand ambassador for Mitie, promoting employee benefits and supporting engagement through initiatives like the Mitie Star reward scheme.
* Drive customer satisfaction, as demonstrated through Net Promoter Score (NPS) survey participation and results.
* Manage time effectively to ensure all responsibilities are completed efficiently.
* Support the rollout of national account initiatives in collaboration with regional stakeholders.
* Initiate the implementation of Merlin and Tork Vision for a demand led solution to the cleaing operation across all sites.
Person Specification
* Proven experience in field-based account management with a strong track record of delivering results.
* Background in the cleaning industry is essential.
* Demonstrates a genuine passion for building and nurturing relationships both internally and externally.
* Strong communication and people management skills.
* Highly self-motivated with a proactive approach to work.
* Flexible and open to regular travel for client site visits.
* Proficient in Microsoft Office applications, with solid overall IT competency.
* Understands the importance of meeting service level agreements (SLAs) and key performance indicators (KPIs).
* Passion for embracing AI across all our working practices
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Divya Madaan at Divya.Madaan@mitie.com.
Since 1987, Mitie’s 72,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
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