National Account Manager

Key Responsibilities 1. Reassessing Client Needs and Expectations

• Conduct regular evaluations of client requirements, service delivery performance,and changing operational needs.
• Benchmark service levels, identify gaps, and implement improvements thatalignwith client objectives and industry best practice.
• Develop account-specific reinvigoration plans to ensure a modern, efficient, andclient-aligned service model.

2. Workforce Optimization and Engagement

• Review staffing structures, labour allocation, and productivity metrics to ensureanefficient and motivated workforce.
• Promote colleague engagement, wellbeing, and retention across all sites.
• Ensure workforce deployment aligns with contractual obligations andoperationaldemands.

3. Service Innovation and Modernization

• Introduce new technologies, equipment, methodologies, and service enhancements across the portfolio.
• Lead efficiency reviews and identify opportunities to modernize cleaning processes and FM delivery.
• Support continuous improvement initiatives and contract innovation projects.

4. Quality Assurance and Performance Enhancement

• Implement robust quality inspection regimes, audits, and performance reviews.
• Drive improvements in cleaning standards, statutory checks, productivity, and sitecompliance.
• Analyse quality and performance metrics, implementing corrective action plans asrequired.

5. Strengthening Client Relationship Management

• Act as the key escalation point for all client matters.
• Lead site meetings, contract reviews, and performance discussions.
• Manage contract changes, ad-hoc requests, site closures or additions, andongoing service improvements.
• Complete client surveys and action follow-ups to enhance satisfaction andretention.

6. Risk Reassessment and Compliance Alignment

• Oversee RAMS reviews, H&S documentation compliance, and incident/near-missmanagement.
• Ensure adherence to statutory, insurance, environmental, and policy requirements.
• Maintain fully compliant site documentation and operational risk registers.

7. Embedding Sustainability and CSR Alignment

• Incorporate environmentally conscious products, waste reduction initiatives, andsustainable methods into service delivery.
• Ensure alignment with client and company CSR objectives and reporting requirements.

8. Communication Strategy

• Communicate strategic initiatives, operational changes, and innovation programmes to clients and internal teams.
• Ensure all stakeholders understand the aims, benefits, and operationalrequirements of improvement plans

Operational and Commercial Responsibilities Financial Management

• Review and manage Contract/Site/Division P&L performance.
• Monitor wage vs. revenue alignment and labour efficiency.
• Reconcile purchase orders (PO) and work orders (WO) across all sites.
• Conduct annual contract uplifts and financial reviews.
• Produce quotations for:- Internal extra works - External/bought-in services- Additional consumables or materials
• Complete reconciliation of consumable and material supply vs. billed usage.

Client Engagement Activities

• Lead site and contract meetings, ensuring actions are recorded and completed.
• Respond to ad-hoc client requests, queries, and escalations.
• Manage contract innovation, continuous improvement projects, and efficiency reviews.
• Coordinate site closures, new site mobilisations, and contract variations.

Equipment Management

• Conduct statutory and quality checks across all equipment.
• Ensure equipment levels, condition, and usage align with contractualobligations.

Reporting & Performance Monitoring

• Deliver accurate site-level reports (quality, attendance, H&S, etc).
• Produce consolidated contract reports (financial, performance scorecards, KPIs).
• Manage exceptions such as HUB tasks, incidents, and escalations.

Health & Safety

• Oversee RAMS creation, review, and implementation.
• Ensure full site documentation compliance (permits, manuals, H&S files).
• Manage near-miss and incident investigations.
• Ensure PAT testing and all statutory compliance activities are completed.
• Conduct regular compliance reviews across insurance, policy, and environmentalrequirements.

Training & Development

• Deliver or coordinate induction, health & safety, and values training.
• Provide training for cleaning tasks, equipment use, and site-specific methods.
• Maintain training on SOPs, assignment instructions, and managementdevelopment.

People Management

• Manage employee relations issues (grievances, disciplinaries, queries).
• Support recruitment and onboarding processes.
• Conduct performance reviews and ongoing team development.

Site Requirements Management

• Maintain site packs and documentation.
• Review consumables, materials, PPE, and uniform needs.
• Ensure work schedules and methodologies are accurate and up to date.

Periodical Works

• Plan periodical cleaning schedules.
• Oversee completion of internal window cleaning and other planned periodic tasks.
• Review and adjust periodic schedules as required.

Experience & Skills Required

• Significant experience managing national or multi-site FM cleaning contracts.
• Strong financial acumen with experience overseeing P&L, reconciliations, and contract uplift processes.
• Proven stakeholder management and client relationship skills at a senior level.
• Excellent knowledge of cleaning operations, equipment, methodologies, andFMcompliance requirements.
• Strong leadership skills with experience managing remote teams.
• Competency in reporting, data analysis, and performance improvement.
• High standards of written and verbal communication.

Location:

Covering sites inHull, Derby, Nottingham, &Slough

Salary:

Up to £45,000

Benefits:

Car allowance, all business mileage paid at a rate of 25p per mile, &IT equipment