Job Description

JOB TITLE:

ACCOUNT MANAGER

DEPARTMENT:

OPERATIONS

REPORTS TO:

KEY ACCOUNT LEAD

LOCATION:

London - Canary Wharf with regular travel to client sites as necessary

HOURS:

40 PER WEEK

ABOUT US

We're Sidekick Group - the UK's fastest growing facilities management company and one of the Sunday Times 100 Fastest Growing Companies in the UK. We provide our clients with a competitive advantage through operational excellence, technology and innovation, organizing ourselves around people and data to create work environments that optimize productivity, team spirit and wellbeing. Our mission is to foster and maintain work environments that have the greatest positive impact on our clients' business. people and communities, and the planet we all share.

As a purpose-driven, community-oriented, and people-centric organization, we are a certified B-Corp committed to sustainable growth and ethical business practices. We aim to revolutionize the industry by delivering high-quality services while maintaining a positive impact on businesses, communities, and the environment.

PURPOSE OF ROLE

As Account Manager you hold responsibility for the day-to-day management of your assigned client portfolio and the delivery for a first-class customer experience, including Operations, Supply Chain Management, Frameworks, Compliance, Sustainability and People. Directly managing a team of supervisors, you will also oversee delivery of our Housekeeping and Out of Hours cleaning service lines, managing the performance of these against company KPI's and serving as a point of contact for both operational and customer-related matters Management will be driven by utilizing Sidekick's frameworks alongside forging a strong working relationship to drive success. Fostering client relationships, and upholding Sidekick Group's mission of achieving operational excellence through continuous incremental improvements-- adhering to our ethos of "small steps, big leaps."

DUTIES AND RESPONSIBILITIES

Operations

Day-to-day management of supervisors & operatives Preparing work schedules and assigning duties across team, ensuring site is appropriately staffed and service requirements are met Ensuring Operatives understand and execute their specification, are presentable and maintain high standards of cleanliness Ensuring all necessary equipment is present on site and operational o Coordinating site access and cards for Operatives Making sure all Operatives are using our T&A software Managing response & resolution of assigned Fresh Desk tickets as per agreed SLA Coordinating and communicating effectively with other departments to ensure seamless operations and identify areas for improvement Promoting a cohesive relationship between OOH & HK teams o Assisting with new site mobilisations

Training & Standards

Ensuring compliance with health and safety regulations and implementing and enforcing site safety protocols Providing ongoing training to staff on cleaning techniques, safety procedures, and customer service within the building setting Training staff on Timegate, ensuring that team members know how to use it for scheduling and to plan and check leave Ensuring team have completed all required UHub and EHS e-learning modules o Arranging client audits in accordance with pre-set schedule and engaging in consistent checks around the building to ensure standards are maintained Assigning Audit schedules for Housekeeping Lead team & BM team o Monitoring Freshdesk ticket use for Housekeeping Lead team & BM team Maintaining >85% audit scores and remedying any failings noted Fostering a culture of continuous improvement and professional development

Payroll

Timely review and reconciliation of timesheets Managing P&L against hours allocated per site Ensuring download of payroll information to payroll in timely fashion Helping team members to access their online pay slips and raise with HR where necessary

HR

Sourcing, interviewing and recruiting Operatives as required Overseeing onboarding of Operatives including induction and training Maintaining positive and inclusive employee relations across your assigned team and proactively tackling day-to-day people challenges Managing day-to-day performance and conduct proactively and escalating any issues to the HR team to instigate formal processes as necessary Developing team culture and practices in line with Sidekick's values - collaborative, innovative, inclusive, empowering, sustainable and optimistic

Sustainability

Supporting Sidekick to meets its sustainability goals as defined by the B Corp accreditation, ISO 9001, and ISO 14001 Ensuring your operational staff understand these goals and execute them throughout their working day Managing roll out of new product ranges and ensuring all staff members understand the value and benefits of sustainable product

SKILLS AND BEHAVIOURS

Strong interpersonal and communication skills Excellent organizational and time management skills Ability to plan, delegate and monitor work effectively in a fast-paced environment Practical and proactive approach to people management Strong problem-solving abilities Ability to diffuse workplace conflicts Flexible and practical Resilient with an optimistic outlook Ability to lead by example In-depth knowledge and experience in health and safety management (including IOSH or equivalent H&S qualification) Team Player

KEY PERFORMANCE INDICATORS

Operations

85%+ engagement with Timegate
24-hour resolution for assigned tickets & proper stakeholder communication

Stay within budget for cleaning materials Zero complaints on staff presentation 85%+ Safety Culture audit scores Strong Health & Safety compliance (low incident rate, near misses tracked, site documentation maintained within date)

Training & Standards

90%+ completion rate for UHub and EHS e-learning modules All scheduled audits completed for each floor of the building every month

Payroll

Accurate payroll data exports 100% arbitration completion by deadline

HR & Retention

Year-on-year staff retention improvement Reduced absenteeism & lateness Proactive HR issue resolution--minimizing need for escalation
Job Types: Full-time, Permanent

Pay: Up to 45,000.00 per year

Benefits:

Company pension Health & wellbeing programme Private medical insurance
Work Location: In person