Call: 0203 587 7863

Account Manager - Vertical Cleaning

FM Service Provider
Greater London, South East, England
£42000 - £45000 per annum
12-04-2021 06:40 PM
We are looking for an Account Manager - Vertical Cleaning for a people forward company based in London. Our client has a great client list and is looking for the best talent in vertical cleaning management.  We are looking for a quality driven leader of people, systems and service whose leadership and experience ensure the services are provided to the highest standard. If you think that could be you, then please read on!

The Role

  • Responsibility for ensuring smooth and profitable running of numerous window cleaning contracts with mobile, site based and rope access teams.
  • To take full responsibility and accountability for managing the delivery of Cleaning and Support services to site, ensuring all services provided are delivered at least to the agreed service standard in an efficient, professional and customer focused manner. Proactively manage the Public Realm and Estates team.
  • Mobilise contracts where necessary and ensure safe working practices throughout.
  • Promote and help to develop site IT drop marking systems and all real time reporting.
  • Create, brief and review site specific safety documentation and monitor / update site packs.
  • Ensure safety, welfare and good performance of all staff reporting into you.
  • Ensure training is provided and all PPE logged, and inspections recorded.
  • Recruitment, selection, management, and co-ordination of a strong and responsive team.

Duties and Responsibilities


  • Take ownership, responsibility and accountability for embedding positive Health, Well-Being and Zero Harm Safety standards and behaviours across the business in line with NJC Strategy and Policies
  • Demonstrate effective decision making, demonstrating consistent ability to reconcile competing needs for company resources, effectively and efficiently
  • Take ownership, responsibility and accountability for Customer Relationship Management in conjunction with the Associate Director
  • P&L responsibility for ALL Operational Contracts within their remit, setting and adhering to annual budgets set in conjunction with Finance
  • Overall responsibility for Quality Standards and Quality of Services delivered to ALL Operational Contracts
  • Take ownership, responsibility and accountability for the development and management of all NJC Business processes, both technological and procedural
  • Take ownership, responsibility and accountability for the training and development of ALL Operational staff in conjunction with HR and Training Colleagues
  • Take ownership, responsibility and accountability for the training and development of the Senior Management Team
  • Take ownership, responsibility and accountability for Continuous Improvement through the identification of commercial and/or service delivery innovations
  • Project Management and mobilisation of contracts
  • Driving and promoting processes and standards into the team


  • To represent the company in all Customer and service delivery matters
  • To understand the working relationship between company and our customers to ensure effective relationship management at all levels
  • To ensure effective customer relationship management is embedded within all operational management functions
  • Manage service delivery to ensure outstanding customer service to the client, customers, visitors and communities in which we operate.
  • Ensure Service Level Agreements are managed, developed and implemented to meet the needs of the client
  • Ensuring KPI's are managed and achieved to ensure service standards are met
  • Provide regular reports and attend planned and ad hoc meetings with client representatives to ensure service delivery satisfaction.
  • To implement and maintain mechanisms for establishing customer feedback
  • To develop a network of customer, colleague and industry networks that supports Business and People development.
  • To consistently promote the 'extra mile' approach.


  • Be an ambassador and evangelist for the company, Health, Well-being and Safety matters, taking a proactive approach to Health and Safety Management and promote good habits, safe methods of work and continuous feedback mechanisms to improve Health, Well-being & Safety
  • Drive organisational effectiveness by challenging service delivery and operational models for effectiveness and efficiency
  • To manage and develop the Management and Operational delivery teams and individuals colleagues to maximise competence, procedural adherence, service efficiencies, service standards and development possibilities
  • Be an ambassador and evangelist for Talent Management processes and challenge Senior Management to meet corporate and personal development targets
  • Embed, maintain and develop a strong team ethic
  • Demonstrate understanding of a diverse workforce
  • Ensure all staff are inducted successfully into the business, supported by HR


  • Oversee disciplinary/grievance procedures are carried out as outlined in employee handbook.
  • Undertake regular appraisal and development meetings with staff.
  • Take ownership, responsibility and accountability for all Health and Safety Operational Processes, including RAMS; Audit; COSHH; PPE and Health and Safety Plans co-ordinated by HSEQ Team
  • Develop and adhere to all NJC and client systems, policies and procedures
  • Take ownership, responsibility and accountability for Customer commercial requests including quotations for clients using Amonet, ensuring that work is scheduled, completed and then invoiced accordingly
  • Take ownership, responsibility and accountability for relevant staff use of the Amonet system, effectively efficiently and appropriately.
  • Ensuring all people related processes are adhered to including On-boarding (Starter, Leaver, Induction) Resource Management (T&A; timesheet collation), Compliance (right to work checks) and Appraisals (performance levels) are maintained
  • Embed colleague inclusion in a diverse workforce
  • Take ownership, responsibility and accountability for on-site Stock Management including the collection and submission of all site stock sheets in accordance with stock delivery schedule
  • Ensure all staff obey site and NJC rules and standards and deliver services to the required standard, including personal hygiene, appearance and adherence to uniform policy
  • Ensure timesheet procedures and deadlines are adhered to.
  • Ensure Templa and all required CleanJack and required time and attendance system use (where applicable) are adhered to.
  • Oversee that appropriate holiday and sickness operational cover is in place at all times
  • Skills and Experience

    • At least 3 years experience working in the either; the window cleaning industry; cleaning industry; in a managerial role.
    • Working at height experience.
    • High volume public realm experience.
    • Horizontal cleaning management experience.
    • IOSH qualification preferable or working towards.
    • Strong working knowledge of Microsoft Office Packages.
    • Experience of working with CAFM systems.
    • UK Driving Licence.
    • Computer literate with experience of working with companywide IT systems.
    • Ability to interact effectively at all levels with clients and staff, and to represent the company in a competent and professional manner.
    • Ability to assess capabilities and motivate staff to produce the quality of work to meet and where possible exceed the clients expectations.
    • Excellent organisational, planning and time management skills.
    • Logical thinking with creative problem-solving ability.
    • Great attention to detail.
    • Good communication and negotiation skills.
    • In depth knowledge of budget control.
    • The ability to work well with others and lead a team.
    • In depth knowledge of industry.
    • Sound knowledge of Health and Safety.


All CVs must be in English and in Word.
Talent FM are experts in facilities management recruitment. Our sector knowledge is unrivalled and we are passionate about making every stage of the recruitment process as easy as possible for our clients and candidates. You can view all our jobs on our website or join the conversation on twitter, Facebook or LinkedIn.

Please note that for your privacy no data from this form is stored in this website, beyond the legitimate interest period.   View our privacy policy

Attach CV*