Job summary
To support out National Account Customers, running reports working with service desk to ensure the clients are updated on performance, to be part of a team attending monthly meetings with wider team
Job objectives and responsibilities
Client Strategy & Relationship Building
- Develop and execute a client strategy introducing all our smaller Regional Accounts to all work streams Mitie can offer.
- Lead increased engagement with the Regional Accounts they are responsible for, with the intention that Regional are developed into Key Accounts.
- The main point of contact for our smaller Regional Accounts, ensuring retention, satisfaction, and continuous improvement.
- Providing a contact for the Customer, ensuring SLA adherence, compliance, risk management, and contract renewal readiness.
Commercial & Financial Accountability
- With the assistance of the leadership team, they will review P&L performance for the smaller regional accountsportfolio they look after, delivering revenue growth, profitability, and cost‑to‑serve efficiency.
- With the assistance of the leadership team, they will have visibility of accounts and analyse where growth and profitability are low and strategize how they can be improved.
- Identify upsell/cross‑sell opportunities across fire systems, security systems, monitoring, service & maintenance, and project works.
- Undertake commercial negotiations, contract renewals, pricing strategy, and long‑term framework agreements with the support from the Director of Key & Regional Accounts for the smaller regional accounts.
- Provide accurate forecasts, pipeline reporting, and strategic account plans, where applicable.
Operational Excellence & Compliance
- Ensure all service delivery meets the Client expectations.
- Handle incoming customer enquiries via phone, email, and online channels.
- Work in partnership with Operations, Engineering, and Compliance teams to drive consistent delivery quality.
- Highlight any shortfalls with compliance, operational or commercial activity.
- Assist with the mobilisation of any new contracts that fall within your region.
- Build strong, long‑term relationships with customers across commercial, industrial, and public‑sector environments
- Promote a full suite of fire‑industry services, including maintenance, testing, inspections, and compliance‑focused solutions
- Identify customer needs and tailor service packages that deliver value and strengthen retention
- Process sales orders accurately and efficiently within internal systems.
Personal Development
- Maintain up‑to‑date product knowledge to support customer requests.
- Drive a collaborative culture between all departments and Support functions.
Market Insight & Innovation
- Monitor changes in fire safety legislation, security technology trends, and emerging client needs.
- Develop strategy around digital solutions and innovation including remote monitoring, analytics, cloud security systems, and predictive maintenance.
Professional Conduct
This job description is intended to give the post holder an appreciation of the role envisaged for the range of duties to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervals.
Person Specification
Essential
- Customer service and administration experience and confidence in managing a range of smaller regional accounts, prioritising opportunities, and working as part of a team.
- Good understanding of fire alarm systems, suppression, intruder, CCTV, access control, and compliance frameworks.
- Excellent client relationship skills with the ability to communicate effectively with their peers and the leadership team.
- Build strong relationships with customers by providing prompt, professional support.
- Proactive and solution‑focused. Strong sense of ownership and accountability.
Desirable
- Good knowledge of Fire & Security systems and the associated legislation.
- Good communication skills and sales administration.
Proven Track Record Key Performance Indicators (KPIs)
- Portfolio revenue growth and profitability
- Client retention and contract renewal rates
- SLA performance, compliance, and audit outcomes
- Customer satisfaction scores (NPS/CSAT)
- Regional performance and development
- Pipeline accuracy and commercial delivery
