Key Account Manager - Winter Services

  • Glaisdale Pkwy, Nottingham NG8, UK
  • Full-time

Company Description

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.

Job Description

This is an new vacancy within the winter team of the landscapes division which has been created through growth and development of the business.

The role will involve working as an integral part of the Winter Team with a view to developing and maintaining strong relationships with our customers and working with the wider business to ensure that these customers always receive the best service.

The objective is to deliver exceptional contract management and maximise the potential through understanding the philosophy and culture of the customer.


Main duties

  • To ensure consistent and regular client contact is maintained
  • Provide clients with detailed reports using a variety of tools including Microsoft Excel, Word and Powerpoint
  • Take ownership for, and proactivly develop designated customer relationships
  • To be a point of escalation for all clients
  • To attend client meetings as required
  • Proactively communicate with key decision makers across the team and wider business
  • To work with other service lines, where applicable, to deliver a consistent, quality message about Mitie to the clients
  • To ensure that new contracts are effectively mobilised
  • Provide accurate and detailed reporting on contract performance to designated customers  
  • Provide accurate and detailed reporting on contract performance to internal stakeholders  
  • To ensure that all clients’ KPIs are consistently met
  • To ensure and improve quality of service through close working with operational colleagues
  • Hold a genuine interest and passion in working with and helping all clients and fellow colleagues
  • Ensure that best practice is shared across all locations in order that we deliver a national service while incorporating the local nuances
  • Identify and assist with opportunities to increase non contractual and contractual income
  • To oversee the financial management of these clients and make improvements to the debt management and WIP process
  • To monitor and maintain accurate financial reporting on the designated contracts
  • Ensure that internal database is kept regularly updated with all contract information, contact names, prices and services
  • Provide reports and any other information where required to the client, working to clients’ systems and external databases where required
  • Deliver quality, diversity and a can-do attitude along with great team work to ensure success at all levels
  • Sourcing subcontractors and obtaining competitive quotations for additional works. With the assistance of the Client Support, issuing purchase orders, reviewing documentation and chasing for works completion
  • Assist the Winter ServicesTeamin daily operations and service delivery
  • Assist in the day to day operation, including but not limited issuing dailyweather reports and MI to the wider Landscapes community
  • Lead by example with regards to support processes, compliance with statutory and contractual requirements
  • Be an example of best practice at all times, particularly ensuring that accuracy in all input data etc is maintained
  • In addition to the duties and responsibilities outlinedyou may be required to perform other duties assigned andrequested by your line manager or winter colleagues
  • Engage in personal development and team initiatives



  • Hold Immaculate personal and work presentation skills with a keen eye for detail



  • Oversee the administration process in terms of quote requests, PO requests, visit raising and closing, invoicing, database management and ensure that this is completed in a timely manner


Management Information

  • Collate all necessary management information to produce Monthly Management Reports for clients and Stakeholders as required


Business Development

  • Ensure that all potential opportunities for business development are identified and explored
  • Assist, when required, with the surveying, pricing and preparation of new contracts
  • Ensure that all reactive works are reported to client with costings
  • Ensure that the company image is correctly presented in a professional manner at all times

Client Management

  • Attend client reviews on a regular basis


  • Weekly reviews of the aged debt in conjunction with the Finance Team
  • Ensure that all invoicing required is taking place in a timely and accurate manner


  • Ensure all company and client policies and guidelines are adopted and complied with at all times by all staff
  • Ensure all documentation is completed accurately, on time and distributed accordingly
  • Ensure all relevant Health & Safety training is undertaken as required and for team
  • Ensure that the clients are provided with the health and safety reports requested in a timely manner



Person Specification

  • Experience of working with clients in a commercially led business
  • Excellent knowledge and working experience of Office packages, particularly Microsoft Excel
  • Demonstrate excellent commercial awareness / management
  • Demonstrate success with all areas of sales growth through good account management
  • A sound understanding of Customer Service Levels and Key Performance Indicators
  • Good PC skills and fluency with a range of PC packages
  • Ability to work to critical targets and deadlines
  • Able to work in a team as well as autonomously to a high level of accuracy
  • Good planning & organisational Skills
  • First class communication skills both written and spoken
  • Strong influencing skills
  • Flexibility and receptiveness to change
  • Considered and balanced decision maker
  • Excellent Health & Safety awareness
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