Account Manager

The Role:

This role is responsible for managing all aspects of FM operational delivery and client relationships for a portfolio of client locations. You will have full responsibility for any Facilities & Workplace services, including the performance of outsourced suppliers, your clients’ satisfaction, service experience, and the commercial performance of each location.
 
Supported by a strong team, you will take a leading role in the contract’s success, including but not limited to; client engagement, supplier relationship management, owning all escalations, monthly reporting, and account plans.
 
You will mobilise new client locations to the agreed specification and take all opportunities to demonstrate Instant as a best in class, complete property solution. You will network within your clients’ organisation to achieve excellent relationships, delivering Instant’s values and keeping a firm focus on the statutory and commercial aspects of each contract. You will succeed through supporting the creation and implementation of business resilience processes and collaborating with colleagues.

What will you be doing?

• Manage onsite community teams, setting clear objectives and ensuring timely L&D completion.
• Oversee HR functions, including holiday cover, handovers, and team resilience.
• Lead succession planning and cross-training initiatives.
• Ensure all FM services meet specifications, SLAs, and reporting standards.
• Maintain compliance across buildings, managing audits, remedials, and inspections.
• Resolve service issues proactively; improve processes to prevent recurrence.
• Build strong relationships with suppliers, landlords, tenants, and third parties.
• Monitor and manage service charge obligations and landlord-provided services.
• Stay visible across the portfolio, acting on feedback to improve environments.
• Control portfolio costs, review spend, and secure client approvals for recharges.
• Identify and implement opportunities for additional services.
• Process POs and ensure timely supplier payments.
• Provide accurate monthly/quarterly reports.
• Lead mobilisation/demobilisation of client sites.
• Support client H&S activities, audits, and investigations.
• Ensure full compliance with H&S and regulatory standards.
• Collaborate with internal teams to deliver successful outcomes.

Who are we looking for?

• Alignment with our company behaviours: Play To Win, Own Your Outcome, Solve It Together, Help Each Other Grow
• Strong client relationship and account management skills, with experience in commercial property and both hard/soft FM.
• Technical FM knowledge essential; IWFM, IOSH or NEBOSH qualifications desirable.
• Proven ability to manage suppliers, Helpdesk teams, and outsourced services effectively.
• Solid understanding of workplace H&S and incident management.
• Skilled in producing operational reports for external stakeholders.
• Proactive, hands-on approach with strong problem-solving and crisis management skills.
• Effective at building and influencing relationships across all levels, internally and externally.
• Commercially aware, with experience managing client budgets and financial matters.
• Committed to continuous improvement and change management.
• Confident, adaptable, and resilient with the ability to manage priorities across multiple sites.

What's in it for you?

• Competitive pay scales reviewed annually 
• Discretionary annual company bonus 
• Private healthcare and life cover 
• Hybrid working with a focus on connectivity, flexibility and bigger relationships as part of our workplace experience strategy 
• Bespoke training programmes and our bespoke ‘Instant Learning’ portal 
• Reward Gateway (discounts!) 
• Wellbeing Centre 
• Global Employee Assistance Programme 
• Brilliant colleague recognition scheme, with quarterly and annual ‘Let’s Celebrate’ awards (with great prizes!) 
• Generous referral scheme 
• Laptop / tech provided 
• Early finish on a Friday! 

At The Instant Group, we prioritise our people and our clients. We are committed to fostering diversity, equality and inclusion, providing equal opportunities in all aspects of employment. Our goal is a workforce that truly reflects society and our customers, creating an environment where every employee feels respected and empowered. When hiring or promoting from within, we see diverse experiences from a variety of backgrounds and welcome all applications regardless of age, gender, race, ethnicity, sexual orientation, religion, disability status or any other dimensions of diversity. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know. We use AI to help us assess applications fairly and objectively.