THE ROLE

This role is responsible for managing all aspects of operational delivery and client relationships for a portfolio of client locations. You will have full responsibility for any Facilities & Workplace services, your clients’ satisfaction and service experience, and the commercial performance of each location and your team.
Supported by a strong team, you will take a leading role in the contract’s success, including but not limited to; client engagement at a more senior level, supplier relationship management, owning all escalations and agreed reporting and action plans.
Responsible for the line management of others, you will see that all services are delivered to your clients’ agreed specification. You also look beyond this to drive all opportunities to demonstrate Instant as a best in class, complete property solution.

WHAT WILL YOU BE DOING?

• Manage Account/Community Managers, set clear objectives, oversee HR aspects (holiday cover, handovers, succession planning, and cross-training).
• Ensure all facilities services (hard & soft) meet SLAs, cost, and reporting requirements; proactively address service issues and implement improvements.
• Maintain strong relationships with suppliers, landlords, and tenants to ensure service charge obligations and overall performance.
• Ensure adherence to regulatory, H&S, and compliance requirements, participating in scheduled calls with the supply chain.
• Oversee smooth transitions for new and terminating client sites.
• Manage Power BI and bespoke client reporting, liaise with internal stakeholders, and attend key client meetings (QBRs).
• Handle CSAT survey feedback, act as an escalation point, and support incident management.
• Ensure uniform service delivery, manage additional projects, and oversee site compliance and recharging.