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?

Leadership & Team Management

• Direct line management of the onsite community team, setting clear objectives and ensuring timely completion of L&D.
• Oversee HR processes including holiday/resilience planning, handovers, and succession planning.
• Contribute to the annual team plan and support Tier 2 supplier management.

Facilities & Service Delivery

• Ensure hard and soft FM services meet SLAs, compliance, cost, and reporting standards; intervene where needed.
• Own all building/service compliance activities, including remedials and inspections (e.g. FRA, cleaning audits).
• Proactively resolve service issues, complaints, failed visits, and drive continuous process improvement.

Stakeholder & Supplier Relations

• Build strong relationships with clients, suppliers, landlords, tenants, and internal teams to ensure seamless delivery and communication.
• Manage landlord services and ensure service charge obligations are fulfilled.

Operational Excellence & Reporting

• Maintain high visibility across the portfolio to improve the workplace experience through engagement and feedback.
• Provide accurate, timely reporting (monthly/quarterly) and support client H&S activities.
• Lead incident management and communication, including out-of-hours support and reporting.

Commercial & Strategic Support

• Scrutinise and justify portfolio costs, manage recharges, and identify upselling opportunities.
• Oversee mobilisation/demobilisation of client sites and collaborate with internal teams (Solutions Delivery, Property) for successful outcomes.
• Ensure full compliance with regulatory and H&S requirements.

Who are we looking for?

• Alignment with our company behaviours: Play To Win, Own Your Outcome, Solve It Together, Help Each Other Grow
• Lead the onsite community team with clear objectives and timely L&D. Oversee HR processes, succession planning, and contribute to team strategy and supplier oversight.
• Ensure all FM services meet SLAs, compliance, cost, and reporting standards. Manage inspections, remedials, and drive resolution of service issues through continuous improvement.
• Foster strong relationships with clients, suppliers, landlords, and tenants. Oversee landlord services and ensure fulfilment of service charge obligations.
• Enhance workplace experience through active portfolio engagement. Manage incident response, support H&S activities, and deliver accurate performance reporting.
• Control portfolio costs, manage recharges, and identify upselling opportunities. Oversee site mobilisation/demobilisation and ensure regulatory and H&S compliance.

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.