Job : National Account Director Reporting to: Head of Operations Main purpose of the job In this role, you will champion Excellerate Services UK values and commitment to innovation by overseeing the performance of various facilities and locations, within a National Account enhancing quality and standards, and supporting our strategic contract model. Working closely with the ESUK Strategic Senior Leadership Team you will develop the skills, infrastructure and processes necessary to deliver customer requirements in an ever-changing business environment. To be accountable for the delivery of service to budget, contract requirements, and to the satisfaction of the customer by directing all regional employees through a clearly defined strategy and accountable process. To be responsible for implementing the Company’s Quality Assurance Procedures and instructions with particular attention to the areas of responsibility as detailed in the documentation. To be accountable, to ensure that the Company’s Health, Safety, Welfare and Environmental policies are implemented and adhered to. To understand, lead and develop collaborative relationships whilst being aware of company values, ethics and behaviors required to develop and implement Excellerate Services key partner relationships. Responsibilities/Duties: Lead and inspire the operational team to consistently meet Key Performance Indicators (KPIs) and contractual commitments. Drive client and stakeholder satisfaction by fostering strong, long-term relationships. Develop and hold ownership of the account strategic projects regarding people, processes, improvement and growth. To inspire and coach as a visible leader on-site, empowering on site team and regional account management to lead driven by Excellerate Services UK values and principles. Enhance financial performance, ensuring effective budget management and productivity improvements. Client Relationships To be responsible for all National Account business correspondence and communication and be able to produce detailed written reports in a professional and business-like format when necessary. To be accountable and represent the region at monthly management meetings and ensure that all tasks set are completed within the designated timescale. To lead all new account mobilisations, ensure that they are progressed and concluded to the satisfaction of the client and in accordance with Company procedures. Building relationships with clients and be aware of any potential or existing client dissatisfaction or circumstances that could result in a loss of business and ensure that senior management and relevant departments are suitably informed. Proactively develop and maintain the highest standards of customer care in all areas of responsibility. Actively promote the use of ESUK Velocity, and utilise the system when producing reports or instigating actions as requested by the client/s etc. Management Information Oversee and monitor trends and patterns from data gathered during monthly audits to ensure compliance of KPIs and SLA’s which are applicable. All auditing should be completed through ESUK Chase and should ideally be completed in partnership with a client representative. To actively encourage and promote team spirit and development. To ensure compliance with all the company’s HR policies and procedures by strictly adhering to and acting upon within authority, and that no action is initiated unless authorised by your line Managers or Head of HR. To be accountable for payroll and ensure that all relative documentation is prepared in line with appropriate deadlines and budget controls. Collecting data from the monthly management report and other forms or reporting within the account and highlighting any trends/patters and or issues to the Head of Operations Communicate effectively with both the client/s local management team/s, sub-ordinate cleaning staff and sub- contractors daily. To ensure that all necessary resources, materials and machines are available and on site and maintained to contract specification. To prepare works orders for one off work and raise purchase orders in line with authorisation levels. To manage all relevant services (sub-contractors) on site. People/Relationships To control, create and maintain an effective flow of work, utilising all available resources and facilities. To direct and co-ordinate the activities of all the operational teams and provide leadership and motivation to employees. To lead the development of employees by identifying training needs and utilising resources provided by the company to progress their skills and knowledge. To ensure that the selection, recruitment, vetting, training and development of employees is carried out in strict accordance with Company policy and procedures. Always maintain effective communication, ensuring that all information is shared with relevant employees and clients. Develop and maintain professional working relationships with all personnel. Provide regular reports/feedback to the Head of Operations ensuring they are advised of all developments within the account. Act always in the best interest of the business to further good relations. Person Specification Abilities and Skills Able to assess, manage and practice risk and business continuity within the business and workplace and establish and/or recommend suitable controls. Appropriate skills, competencies and cultural aspects to support a collaborative approach. Excellent communication – verbal and written – ability to communicate openly and actively encourage dialogue on all relevant issues. Intermediate IT skills including email. Delegation and leadership skills. Well organised and disciplined. Professional approach. Team player and able to motivate. Understand profit and loss accounting. Highly developed people management skills. Business and people management - strategic design, planning and implementation experience. Location: Stoke or Surrounding Areas Working hours: 40. Shift pattern: Full time on site and remote. Salary: Up to £50,000