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About the Role
The Account Manager provides on-site support and guidance to colleagues, supervises sites to ensure adherence to processes and procedures, and upholds standards. This role works closely with the Admin Support Manager to ensure timely schedules and appropriate coverage.
Responsibilities
- Ensure all planned and unplanned absences are covered by trained personnel.
- Take ownership and accountability for smaller sites within St James.
- Maintain a full understanding of site processes, procedures, opening/closing protocols, and security contacts.
- Understand the system for scheduling staff members.
- Conduct interim and probationary reviews, devising and implementing plans, and obtaining feedback.
- Ensure all colleagues have signed job descriptions.
- Visit each site regularly to provide support, advice, and guidance.
- Interview potential new colleagues.
- Periodically review Operations Manuals for current relevance.
- Assist with building events, pop-ups, and managing building apps and social platforms.
- Conduct annual appraisal reviews.
- Ensure all Health & Safety paperwork, risk assessments, and DSE forms are up-to-date annually.
- Record all team absences.
- Enhance the customer brand.
- Act as a visible role model with high grooming standards and by leading by example.
- Provide cover for sites on an ad hoc basis.
- Offer service innovations and enhancements, collaborating with CST for a seamless guest journey.
- Create and maintain databases and reports.
- Manage difficult conversations calmly and professionally.
- Lead on first-line HR matters, including performance management, Return to Work interviews, and Advice and Counselling meetings.
- Maintain good working relationships with colleagues.
- Adhere to St James policies and procedures.
- Work within the ISO 9001 and 14001 frameworks.
- Undertake any other duties necessary to support the client, customer, colleagues, and St James.
Requirements
- Proven working knowledge of customer service experience.
- Previous experience essential in a similar corporate background.
- Previous experience in managing a team.
- Excellent command of the English language.
- Working knowledge of IT with experience using Microsoft Office.
Skills
- Strong customer service ethos.
- Ability to communicate at all levels.
- People management.
- Teamwork.
- Self-motivation.
- Ability to encourage and inspire the team to work together.
- Excellent organizational skills.
- Flexibility.
- Can-do attitude.
- Approachable.
- Pride and attention to detail.
- Ability to lead by example.
- Professional and warm personality.