Bellrock Group
Account Director
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Leicester
Role Overview
Responsible for managing and developing a strong, long-term relationship with a major client within the UK hospitality or retail sector, ensuring the safe, efficient, and high-quality delivery of planned and reactive maintenance services across their estate.
The role is focused on delivering exceptional customer service, consistently meeting contractual obligations and KPIs, and driving continuous improvement across the account. A key aspect of the position is identifying and developing opportunities to add value, improve service delivery, and create additional commercial opportunities for both the client and Bellrock.
The successful candidate will be commercially minded, with the ability to develop and implement an account strategy built on a strong track record of operational delivery and client relationship management.
Working closely with the client, technicians, subcontractors, and internal teams, the Account Manager will act as the primary point of contact for all stakeholders, ensuring effective communication, strong service performance, and the successful delivery of the account objectives.
Key Responsibilities
- Ensure Compliance with health and safety legislation, statutory maintenance requirements, and Bellrock company policies.
- Build and maintain strong and sustained client relationships through regular meetings and proactive communication.
- Ensure all planned and reactive maintenance tasks are delivered in line with contractual obligations and agreed SLAs.
- Develop strong relationships with internal departments to ensure seamless service delivery.
- Liaise with Bellrock’s internal support teams to identify and implement service improvement.
- Monitor performance using KPIs and service reports, identifying trends and improvement opportunities.
- Prepare and present regular performance reports, updates and business reviews.
- Coordinate subcontractor activity to maximise asset uptime and minimise disruption to the client.
- Support mobilisation and manage contract renewals whilst realising commercial opportunities via expanded service offerings and increasing account value.
- Resolve client queries, service issues, promptly and professionally.
- Optimise the benefits of maintaining accurate asset records using Concerto and other business software.
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Skills & Experience
- Managing a team and people development.
- Proven experience in account management, facilities management, building maintenance, or a similar client-facing role.
- Experience working within the hospitality sector or managing hospitality clients is highly desirable.
- Strong understanding of planned preventative maintenance (PPM), reactive maintenance, and statutory compliance.
- Excellent customer relationship management and stakeholder engagement skills.
- Experience managing service level agreements (SLAs) and key performance indicators (KPIs).
- Strong organisational and project coordination skills with the ability to manage multiple priorities.
- Commercial awareness with experience identifying business development opportunities.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office applications and CAFM or maintenance management systems.
- Understanding of building services including mechanical, electrical, HVAC, plumbing, and fabric maintenance would be advantageous.
- Demonstrates integrity, accountability, and a strong commitment to health, safety, and compliance.
- Customer-focused with a commitment to delivering exceptional service.
- Professional, confident, and able to build trust with clients at all levels.
- Proactive problem solver with strong decision-making abilities.
- Highly organised with excellent attention to detail.
- Calm and resilient under pressure, particularly when managing service issues.
- Collaborative team player who can build effective relationships across departments.
- Commercially minded with a focus on delivering value for both the client and the business.
- Flexible and adaptable to changing operational priorities.
- Committed to continuous improvement and delivering high-quality outcomes.
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AI fluency & learning mindset
We are looking for people who actively use AI in their day-to-day work, demonstrate strong curiosity about new technologies, and take ownership for continuously improving how they think, work, and deliver.
Working arrangements
We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work between the Leicester office and your home address on a hybrid basis Monday to Friday 9.00am-5.00pm.
What can we offer you?
Upon joining Bellrock, you can expect a comprehensive benefits package including:
- 25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it’s on us)
- Salary exchange pension scheme
- Life cover
- Paid sick leave
- Health Assured employee assistance and wellness program
- Enhanced maternity, paternity and adoption leave
- Salary sacrifice schemes: Cycle to work
- Holiday purchase scheme of additional 5 days per year
- Offers and discount scheme designed to save money on everyday shopping and essentials
- Healthcare Cashplan
- MotorSave Scheme
- Refer a friend
- Liftshare
- Virtual GP
Why Bellrock?
At Bellrock, our people make the difference.
We support organisations across the UK with property, facilities management, compliance, engineering and technology services, helping our customers create safer, smarter and more sustainable environments.
We're committed to creating a workplace where people feel supported, respected and able to develop their careers. If you're looking for a business where your contribution is valued and where you can continue to learn and grow, we'd love to hear from you.
Inclusion
We welcome applications from people of all backgrounds and experiences and are committed to providing a fair and accessible recruitment process for everyone.
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