Account Manager

Job Title: Account Manager / Regional Manager

Hours : 40 hours per Week

Location: Midlands/ North

The Regional Waste Manager is responsible for the effective oversight of waste service delivery across the JLL/Rolls Royce contract in the northern \& Midlands region. This responsibility encompasses the management and coordination of operations, ensuring that all services are delivered to the highest possible standards. These standards must consistently meet client expectations and comply with all contractual requirements associated with the account.

The role demands sustained attention to detail in every aspect of service provision. Proactive engagement is essential, both with clients and internal teams, to guarantee the effectiveness and continuity of services across all relevant locations. Regular communication and collaboration are crucial to maintaining operational excellence and client satisfaction throughout the account.

Key Responsibilities but not limited:
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• Oversee service delivery across client locations in the north of England UK role supporting JLL and Rolls Royce Account. This involves ensuring consistent quality and reliability at every site.


• Ensure that all services provided meet or exceed client expectations, strictly adhering to contractual agreements and established quality standards across each location. Responsibilities include conducting regular site visits, performing thorough performance assessments, and resolving operational issues promptly to guarantee seamless service delivery.


• Leading the waste team that supports the 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 by maintaining open communication and regularly engaging in strategic discussions. Understand the unique goals and challenges of the client, providing tailored solutions to support long\-term partnerships. This will include both Mitie stakeholders and client stakeholders

Client Satisfaction and Issue Resolution

• Resolve escalated client complaints and ensure high levels of client satisfaction are achieved and maintained.


• Serve as the primary escalation point for complex or unresolved client issues. Promptly investigate and address concerns, implement corrective measures, and follow up to confirm that clients are satisfied with the outcomes. Aim to turn challenging situations into opportunities to strengthen client loyalty.

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. This includes attending mandatory monthly meeting with senior client and presenting against our outputs on our KPI/SLA for the account


• Define clear and measurable KPIs for the team, tracking service quality, efficiency, and client satisfaction. Regularly review performance data, provide constructive feedback, and implement targeted training or process improvements to consistently exceed targets.


• Analyse feedback from clients and key performance metrics to identify recurring patterns and areas for improvement. Lead initiatives aimed at enhancing service delivery, streamlining processes, and introducing best practices to ensure a culture of excellence and adaptability.

Account Review and Stakeholder Engagement

• Facilitate regular account reviews to assess performance, align on expectations, and encourage transparent communication with stakeholders and suppliers


• Organise structured review meetings with clients to discuss performance metrics, recent developments, and future objectives. Use these sessions to share insights, address concerns, and ensure ongoing alignment on goals and expectations for both parties.


• Create a positive safety culture on client sites in line with client and Mitie requirements

The ideal candidate will demonstrate a range of personal and professional skills and experience essential for success in this position. These include:
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• Excellent Communication and Organisational Skills: The candidate should possess strong written and verbal communication abilities, coupled with effective time management and organisational skills. This ensures clarity in interactions and efficient handling of tasks.


• Ability to Multitask: It is crucial that the candidate can manage multiple projects simultaneously, demonstrating flexibility and adaptability in a dynamic environment.


• Waste Industry Experience: A highly experienced individual in the waste industry is required, with a working knowledge of waste and recycling best practices. Familiarity with innovative approaches for future waste treatment will be advantageous.


• Contract and Waste Management Knowledge: The candidate should have knowledge or experience in contract management and both hazardous and non\-hazardous waste management, ensuring compliance and efficiency in service delivery.


• Cross\-Level Communication: The candidate must be comfortable communicating with individuals at all levels within the organisation, facilitating collaboration and knowledge sharing.


• Presentation and Planning Skills: Strong presentation and planning skills are essential for delivering information clearly and for effective project coordination.


• Managing Change and Customer Care: Experience and skills in managing change and providing customer care are vital for adapting to evolving requirements and maintaining client satisfaction.


• Health and Safety Understanding: The candidate should have a sound understanding of health and safety practices, ensuring adherence to regulations and promoting a safe working environment.


• Approachable and Hard Working: An approachable and diligent attitude, along with a ‘can do' approach, is important for building positive relationships and delivering results.


• IT Skills: Proficiency in Microsoft Word, PowerPoint, and Excel is essential for managing documentation, presentations, and data analysis.

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