Knowledge Skills & Experience
• Demonstrable experience in a similar role and environment and service provision delivering account management services • Have a passion to provide exceptional customer service and a drive for helping others • Personable, collaborative approach with a problem-solving mindset and a track record of building excellent relationships with all colleagues across functional boundaries and stakeholders, where flexibility and a ‘can do’ approach to teamwork is essential, tailoring approach as needed • Proven ability to pre-empt potential issues and take the lead and ownership of the issue and corresponding solutions; a logical problem solver with good judgement and decision making capability able to remain level-headed under pressure • Genuinely passionate about and familiar with a customer-driven approach to the delivery of services, with a rigorous approach to standards of internal customer service and continuous improvement. • Demonstrable experience of mapping and managing complex stakeholder relationships, with a diplomatic and collaborative approach, natural interpersonal skills and the ability to influence at all levels to implement solutions that exceed customer’s expectations • Strong appreciation of the importance of H&S and CDM together with relevant training along with demonstrable experience in relation to statutory compliance and risk management. • Clear communicator with excellent concise written, verbal and presentation skills with the ability to interact with people at all levels of the organisation and external suppliers. • Experience in summarising information received and producing concise reports in an engaging format for audiences at all levels. • Proven strong negotiation and influencing skills and the ability to report and present confidently at management board level and to external stakeholders. •Ability to work independently, but also able to develop collaborative working relationships with other team members. • Evidence of successfully contributing to strategic and operational planning. • Experience in service improvement processes and techniques such as lean six sigma. • Knowledge of the NEC suite of Contracts • IT literate with a good working knowledge of MS Office • Educated to degree level (or equivalent qualification or experience in an appropriate based discipline) with proven experience within the built environment /estates management/facilities management/construction.
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