Senior Account Manager

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

AM Services Group, part of our FM business delivers Facilities Management to Retail Schemes, Manufacturing plants and Tenanted offices. We pride ourselves on placing people at the centre of what we do, while maintaining our values of high quality and excellent customer care.

The Role – Senior Account Manager

AM Services is looking for an experienced Senior Account Managerwho willsupport the Specialist Division contractual clients and the Industrial Cleaning Teams to drive forward service improvement and transformation within the Scope of Services delivered in Stoke / Stafford Area and across the Specialist Division

The focus will be ensuring our processes and systems work efficiently for our client. To provide high-quality advice and support throughout the operation, helping teams on issues such as applying different service improvement methods, service delivery options, change and process

improvement that will facilitate their drive for continuous improvement and increased effectiveness.

To Champion Service Improvement throughout the Service Delivery , embedding change in the organisation, upskilling staff and promoting the perspective of the customer.

Duties/Key Responsibilities

• Champion continuous improvement throughout the department, helping teams to apply different methods and approaches to service improvement, including but not limited to Lean, Systems Thinking, Service Design, Six Sigma, etc.
• Develop positive working relationships internally with other departments, and externally with partner organisations to ensure continuous improvement and joined-up services.
• Facilitate or lead service improvement reviews in collaboration with managers, teams and

colleagues in line with the current SLA.

• Lead activities such as data discovery, demand analysis, process mapping and improvement, and root cause analysis, with a range of services and teams.
• Carry out research and analysis to help define best practices, and use this to assist departments in reviewing current practices and developing new service delivery options.
• Manage improvement and transformational projects, ensuring they are delivered within time and budget and ensuring that tangible benefits are identified and realised.
• Work closely with the other members of the organisation to provide analysis and delivery assurance on the transformation programmes and projects.
• Provide key stakeholders with monitoring reports and information, including analysis and advice.
• To represent the division at internal and external meetings.
• To undertake such other duties of a comparable nature elsewhere in the organisation as may be required to facilitate management development and service flexibility, and any other duties as requested by Operations Director.

Essential Skills Required

• Senior Facilities Management experience
• Competent in using a wide range of Microsoft Office packages, particularly Excel, Word, PowerPoint, Teams, and Outlook.
• Excellent communication skills (listening, written and oral) with an excellent standard of numeracy and literacy.
• Strong motivator. Supportive and collaborative, with a proactive “Can Do” approach.
• Excellent Interpersonal skills, diplomacy and tact
• Ability to liaise confidently and professionally at all levels
• Excellent organisational skills, can prioritise conflicting tasks and have good attention to detail.
• Ability to lead, manage and develop teams across multiple contracts
• Adapts to a changing environment, can implement change, and can work at speed, producing consistent and high-quality results.
• Ability to think strategically and identify growth opportunities

Desirable Criteria

• Manufacturing background
• Industrial cleaning background
• Microsoft skills
• Report writing skills

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.