Account Director

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  • Location: Central London

  • Reports to: Managing Director

Key Accountabilities

Due to new acquisition, we are recruiting for an Account Director to look after new contract, based in London.  Appointed Account Director will look after management and leadership of hard services delivery teams for the national portfolio. Driving excellent standards of service and customer communications with ‘5 star’ levels of quality.

Main duties are broken into 6 key sectors for the role

Customer Communications

  • Overall management of the contract and relationship
  • Senior interface with property management organisations
  • Deliver comprehensive MI reporting information to the client and ensure monthly performance reviews are diarised and managed
  • Set clear and precise communication channels with the client and ensure regular updates and feedback is in place
  • Measure and monitor end user satisfaction across all buildings and provide detailed reporting and analysis on satisfaction trends together with improvement plans

Commercial activity

  • Manage the contract operational performance P&L.
  • Manage and measure the budget forecasting and reforecasting process for the contract
  • Run contract cost efficiently

Contract performance data and information

  • Manage, measure and deliver contract specific MI and reporting data for the client organisation
  • Overview of Asset strategy
  • Delivery of supplier performance monitored through the balance scorecards
  • Deliver Concerto to the contract and ensure full set up of the system to bespoke client requirements with full use of workflow management
  • Measure and manage contract specific KPI’s ensuring adherence and quality management
  • Deliver sustainability programmes through Demand Logic

Leadership, people and contract restructure

  • Carry out team competency reviews across the contract ensuring the right standards of performance can be achieved
    • Implement staff performance management program to team ensuring full performance management framework is set up across all levels of staff.
    • Design and implement contract staff incentivisation program
    • Deliver a collaborative team ethos

Risk Management

  • Carry out initial risk management review across the contract and ensure all key mitigations form part of the contract risk plan
  • Carry out full HSQE activity review and identify areas for improvement
  • Set up a comprehensive risk management review program for the contract

Supply chain performance management

  • Support SDM’s in escalation for managing the Allied Partners against the Bellrock Performance Relationship Program.
  • Ensure performance meets the required gold standard levels and drive improvements into the wider PRP program

Person Specification

Competencies

  • Have extensive and demonstrable previous experience in a client facing role with either a soft, hard, development or communications specific competency
  • Be Highly Customer Focused and understand the need for a customer service framework across the contract at all levels
  • Have a dynamic and infectious character with a clear desire to succeed.
  • Be project management focussed and able to plan and execute complex and fast-moving projects
  • Be Highly Customer Focused and understand the need for a customer service framework across the contract at all levels
  • Have demonstrable leadership skills with a clear focus on building and leading teams to success
  • Have sound financial acumen and exhibit good commercial skills

Qualifications / Experience

  • Working towards NEBOSH or equivalent
  • High degree of direction, self-reliance, assertiveness and the ability to hit the ground running
  • Excellent communicator
  • Commercial and finance acumen in managing contracts and accounts
  • Have or working towards IWFM Level 4/5 or equivalent
  • Analytical skills and intermediate IT skills, such as Word, Excel
  • A general understanding of SFG20 and Statutory Compliance
  • Min 3 years in a senior management role, multi-site operations preferred

In return Bellrock are offering a competitive salary and car allowance. Working hours are Monday – Friday based on 37.5 hours per week and 25 days holiday per year + bank holidays.

In addition to this Bellrock also offers the successful candidate employer contributed pension scheme, Private Life Insurance and a Company Retail Discount Scheme.

STRICTLY NO AGENCIES PLEASE.

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