Job Description

- Customer Account Executive

For over 220 years, DMA Group has been supporting customers with the complexities of managing and maintaining buildings through our Hard and Soft FM, Integrated Managed Services, Construction Project Management and Energy & Sustainability solutions. Our customers include super-prime residences and developments, hotels & hospitality, schools & universities, public sector, commercial offices, industrial, health & social care, and retail.

The Role

An exciting opportunity has arisen with DMA Group for a Customer Account Executive to support one of our Customer Account Managers with the delivery of several service contracts. This is a hands-on role with plenty of variety: you'll be involved in everything from reporting and customer communication to performance tracking and planning. Over time, there may be scope to take on broader responsibilities in data analysis or business support.

It's an excellent opportunity for someone looking to build a career in account management with clear potential to grow into a Customer Account Manager role within 1-2 years.

Key Responsibilities

Customer Account Support

Work closely with a Customer Account Manager to support the day-to-day management of customer accounts. Prepare for and participate in customer meetings, capturing notes and tracking follow-up action. Maintain reporting schedules, ensuring deadlines and inputs from internal teams are met. Support communication between operations, helpdesk, planning, procurement, and the customer. Willing and able to travel to London and Kent weekly as required, to visit customers or HQ.

Reporting & Insight

Support the creation of monthly and quarterly performance reports and presentations. Help extract data from BiO and other systems, working with the Customer Account Manager to interpret insights. Assist with KPI tracking and progress reporting against service delivery and improvement plans.

System Use & Coordination

Help update and manage account plans, actions, and progress via Teams Planner and BiO Assist with asset records, job tracking, and documentation in support of PPM and reactive tasks. Support the team in ensuring data integrity across customer records and workflows

Future Opportunities (role expansion)

Support wider analytics and business support tasks, such as remedial monitoring or HubSpot pipeline tracking. Identify inefficiencies or tech opportunities to improve how we manage and communicate performance. Become a super-user of BiO and HubSpot to support future digital improvements

Qualifications and Experience

Minimum 10 years in customer relationship management within the FM sector. Proven experience managing contract P&L and delivering against performance metrics. Technical knowledge of building services and engineering.

Skills

Experience in a coordination, admin, project support, or junior account role (FM sector desirable). Confident with Excel, PowerPoint, and ideally systems like CAFM or CRM platforms. Strong written and verbal communication skills, with good attention to detail. Ability to manage multiple priorities and keep others organised. Comfortable working with data and translating it into useful reports or insights. Friendly, supportive, and team-oriented. Highly organised and proactive - someone who spots what needs doing and makes it happen

Schedule

Our normal site hours are Monday - Friday 8:00am - 5pm however we understand there is need for flexibility due to our clients, on site needs. We operate a hybrid working model whereby the Customer Account Executive will work from home Monday and Friday and in our office Tuesday, Wednesday and Thursday.

Remuneration and Benefits

We are happy to offer an attractive base salary, access to our trusted suppliers/trade accounts, mobile phone, tablet/PDA, laptop and any necessary uniform.

The Account Exec will also benefit from 25 days annual leave (plus public holidays), company pension, death in service benefit and 'Smart Health' service.

Culture

As an equal opportunities employer, we champion an inclusive and diverse environment where everyone, regardless of their race, gender, age, religion, or sexual orientation, has equal opportunities to succeed. We are firm believers in the power of diversity, recognising that a variety of perspectives enriches our organisation.

Job Types: Full-time, Permanent

Pay: 32,000.00-36,000.00 per year

Benefits:

Company car Company events Company pension Free or subsidised travel Free parking Health & wellbeing programme On-site parking Referral programme Work from home
Ability to commute/relocate:

Rochester ME1 2HA: reliably commute or plan to relocate before starting work (required)
Experience:

Customer relationship management: 2 years (required) Facilities management: 2 years (preferred)
Work Location: Hybrid remote in Rochester ME1 2HA