Mitie Cleaning & Hygiene Services
Account Manager
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About The Role
We are seeking an exceptional Account Manager to lead, innovate, and elevate the security and support temporary visitor engagement operations. This is a high-impact role requiring a confident and strategic leader who can operate with gravitas, credibility, and deliver a premium, 5-star experience to every visitor.
You will play a key role in developing and optimising the contract in line with the client's wider strategic goals, shaping the security service that not only protects but enhances the visitor experience, whilst supporting the visitor engagement operations. Your leadership will ensure that every interaction — from team engagement to visitor welcome — reflects the highest standards of customer service, cultural sensitivity, and operational excellence.
Key Responsibilities
- Provide visible, inspirational leadership to onsite teams, setting a tone of professionalism, warmth, and customer service excellence.
- Drive the strategic development and optimisation of the contract, ensuring seamless alignment with client vision, visitor experience expectations, and organisational strategy.
- Foster a culture where security activity actively supports an enhanced visitor experience, balancing safety, service, and cultural sensitivity.
- Act as the senior single point of contact (SPOC) for the client, representing the service with confidence, diplomacy, and strong influencing skills.
- Build and sustain influential relationships with internal teams, emergency services, and key client stakeholders.
- Lead and navigate cultural and organisational change with sensitivity, drawing on extensive cultural awareness and frontline experience in high-profile environments.
- Provide robust incident and crisis management, demonstrating calm, confident leadership.
- Ensure training, development, and competency frameworks equip teams to deliver both operational resilience and exceptional customer service.
- Use data, feedback, and insight to drive continuous improvement, service innovation, and enhancements to visitor satisfaction.
- Deliver clear, professional reporting and communications to support strong decision-making.
- Develop initiatives that strengthen colleague engagement, wellbeing, inclusivity, and a shared hospitality-first mindset.
- Support other UK sites as needed to ensure consistency and excellence in service delivery.
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Person Specification
- Significant strategic leadership experience in high-footfall, customer-facing environments, ideally within Heritage, Culture, Hospitality, or Visitor Attraction settings.
- Proven ability to develop and optimise contracts in alignment with client strategy, service transformation goals, and visitor expectations.
- Strong background in delivering premium, hospitality-led customer service, ideally framing security as part of an enriched visitor journey.
- Deep cultural awareness and experience leading sensitive change programmes in complex or high-profile organisations.
- High levels of gravitas, credibility, and influencing skill — confident representing the client and the service at senior levels.
- Robust incident management experience.
- Proactive, meticulous, and committed to delivering an exceptional customer and visitor experience.
- Excellent stakeholder engagement skills, able to quickly build trust with colleagues, partners, and visitors.
- Outstanding written, verbal, and interpersonal communication abilities.
- Highly IT-proficient, including experience with visitor management, space management, and incident systems.
- A visible, knowledgeable leader who sets high standards and inspires teams to deliver a consistently exceptional service.
Our Benefits
Our market-leading offering provides you with benefits that suit your lifestyle.
- We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home.
- We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
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When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
- We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
- Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at recruitment@mitie.com.
About Mitie
Since 1987, Mitie’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
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Together our diversity makes us stronger.
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