Job Title: National Account Manager Reporting to: Senior Operations Manager - National Role Purpose The National Account Manager is responsible for the day-to-day operational, people, and commercial management of assigned national client accounts, ensuring frontline teams and site leads deliver consistent, high-quality service in line with contractual requirements and Signature standards. The role provides hands‑on leadership across frontline guest services teams and site leads within a national region, acting as the operational link between site delivery and senior leadership. The National Account Manager ensures services run smoothly, teams are supported and engaged, people matters are managed effectively, and commercial basics are controlled. This is a field‑based role requiring regular travel and strong on‑site presence.
Key Responsibilities
* Day‑to‑Day Account & Service Management
o Manage the daily operational delivery of assigned national accounts
o Ensure service delivery meets contractual requirements, KPIs, and Signature standards
o Act as the first point of escalation for site‑level operational issues
o Maintain oversight of staffing levels, rotas, attendance, and service resilience
* Frontline & Site Leadership
o Directly manage and support frontline guest services teams and site leads
o Provide visible, hands‑on leadership across sites
o Support recruitment, onboarding, and training of frontline team members
o Drive engagement, performance, and consistent service behaviours
o Address performance, conduct, and attendance issues promptly and fairly
* HR & People Management
o Manage day‑to‑day HR processes across sites, including absence management, performance management, disciplinary processes, and investigations
o Support wellbeing, engagement, and retention of frontline teams
o Ensure people policies, procedures, and employment practices are applied consistently
o Work closely with HR and the Senior Operations Manager on complex people matters
o Support succession planning and development of site leads and supervisors
* Commercial & Financial Management (Light Touch)
o Support the commercial performance and financial health of accounts through effective day‑to‑day control
o Monitor staffing costs, overtime, and agency usage in line with agreed budgets
o Support light‑touch P&L management, assisting the Senior Operations Manager with understanding cost drivers and variances
o Support accurate timesheet approval, payroll inputs, and cost controls
o Assist with invoicing accuracy, variations, and PO tracking at site level
o Flag commercial risks, discrepancies, or opportunities to the Senior Operations Manager
* Contract Discussions & Service Improvements
o Support contract discussions, variations, and operational negotiations at site level, escalating where required
o Ensure scope changes or service variations are implemented accurately and consistently
o Support the implementation of service improvements and Signature initiatives across sites
o Work with site teams to embed changes and improvements into day‑to‑day delivery
* Client & Stakeholder Engagement
o Build positive working relationships with on‑site and regional client contacts
o Attend and contribute to client meetings, operational reviews, and governance forums
o Capture and respond to client feedback in a timely and professional manner
o Escalate risks, issues, or opportunities appropriately
* Audits, Standards & Compliance
o Carry out regular site audits to ensure service standards, compliance, and consistency
Qualifications, Skills & Experience
* Proven experience in an operational management role within guest services, hospitality, workplace services, facilities management, or a similar service‑led environment
* Demonstrable experience managing frontline teams and site leads, including recruitment, onboarding, performance, absence, and conduct management
* Experience working across multiple sites or regions, with the ability to prioritise effectively in a fast‑paced, field‑based role
* Strong operational mindset with the ability to deliver consistent service in line with contractual requirements and KPIs
* Good commercial awareness, with experience supporting staffing budgets, cost control, invoicing accuracy, purchase orders, and light‑touch P&L understanding in partnership with senior leadership
* Ability to support contract discussions, service variations, and operational negotiations at site level, escalating appropriately
* Experience supporting the implementation of service improvements, change initiatives, and Signature standards within live operational environments
* Sound working knowledge of HR practices, including absence management, performance management, disciplinary processes, and employee relations, with the ability to apply policies fairly and consistently
* Sound working knowledge of health & safety, operational compliance, and audit readiness
* Confident, professional communicator able to engage effectively with clients, frontline teams, and internal stakeholders
* Highly organised, resilient, and comfortable managing competing priorities across multiple locations
* Confident using workplace systems and tools such as Microsoft Office, Microsoft Teams, and operational reporting platforms
* Degree in Business Management, Events Management, HR, Hospitality Management, or a related discipline (desirable)
* Health & safety qualification such as IOSH Managing Safely or NEBOSH General Certificate (desirable)
People management or leadership qualification (e.g. ILM Level 3/5) or equivalent practical experience (desirable)
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