Account Manager

Account Manager – Facilities Management - Hospitality Client
Sector: Facilities Management Location: Mobile / field-based, covering Basingstoke, Andover, Guildford and Swindon Reports to: [Head of Operations / Regional Director] Contract type: [Permanent, full-time]
About the Role
We are looking for a commercially minded Account Manager to take ownership of our facilities management contract with a leading hospitality client. Working across a portfolio of sites in Basingstoke, Andover, Guildford and Swindon, you will be the main point of contact for the client and the driving force behind the delivery of safe, compliant and well-maintained premises.
This is a mobile role. You will spend most of your time on site with the client, our engineers and supply chain partners, so a full UK driving licence and willingness to travel across the area are essential.
Key Responsibilities
Client Relationship Management
Act as the primary point of contact for the client at site, regional and senior management level.
Build strong, long-term relationships and understand the client's priorities, brand standards and guest experience requirements.
Hold regular service review meetings, presenting performance, KPIs, risks and opportunities.
Respond promptly to client queries and escalations, resolving issues quickly and professionally.
Service Delivery and Technical Oversight
Oversee the delivery of planned preventative maintenance (PPM) and reactive maintenance across mechanical, electrical and building fabric disciplines.
Ensure works are completed to a high standard, on time and with minimum disruption to hospitality operations and guests.
Manage and coordinate in-house engineers, technicians and specialist subcontractors, monitoring performance and quality.
Review quotes, scopes of work and technical recommendations for repairs, replacements and capital projects.
Carry out site visits and audits to check standards, identify defects and recommend improvements.
Compliance, Health and Safety
Ensure statutory and regulatory compliance across all sites, including legionella, fire safety, electrical testing, gas safety, LOLER and pressure systems.
Maintain accurate compliance records, certification and asset registers.
Ensure contractors follow safe systems of work, including risk assessments, method statements and permits to work.
Investigate incidents and near misses, and implement corrective actions.
Commercial Management
Manage the contract financials, including budgets, forecasting, cost control and margin delivery.
Prepare and submit quotations, variations and invoices accurately and on time.
Identify opportunities for additional works, cost savings, efficiencies and contract growth.
Manage supply chain costs and negotiate favourable rates while maintaining quality.
Ensure the contract is delivered in line with agreed terms, SLAs and KPIs.
Reporting and Continuous Improvement
Produce clear, accurate performance reports, including SLA compliance, spend, compliance status and trends.
Use data from the CAFM system to drive improvements in planning, response times and asset lifecycle decisions.
Support the client with planned maintenance programmes, budget planning and long-term asset strategy.
Essential Experience and Skills
Proven experience in an account management, contract management or similar role within facilities management or building services.
Strong working knowledge of mechanical, electrical and building fabric maintenance, including HVAC, heating and hot water systems, electrical distribution, lighting, roofing, fabric repairs and general building maintenance.
Sound understanding of statutory compliance and health and safety requirements in occupied buildings.
Strong commercial awareness, with experience managing budgets, pricing works, controlling costs and protecting margin.
Excellent communication and interpersonal skills, with the ability to build rapport and influence at all levels.
Confident managing and motivating engineers, subcontractors and suppliers.
Strong organisational skills, with the ability to prioritise and manage multiple sites and competing demands.
Proficient in Microsoft Office and experienced with CAFM or job management systems.
Full UK driving licence and willingness to travel across Hampshire, Surrey and Wiltshire.
Desirable
Experience working with hospitality clients such as hotels, restaurants, pubs or leisure venues.
A recognised technical qualification (for example HNC/HND or NVQ in building services, electrical or mechanical engineering).
IOSH, NEBOSH or equivalent health and safety qualification.
Membership of, or working towards, a professional body such as BIFM/IWFM.
Experience of contract mobilisation, tender support or client retention.
Personal Qualities
Customer-focused, calm under pressure and solution-driven.
Proactive, self-motivated and comfortable working independently.
Commercially sharp, with attention to detail and a strong sense of ownership.
Professional, credible and approachable, with the confidence to challenge when needed