Location:
Reading / West London corridor (primarily site-based, with some home working)
Salary:
£40,000 – £45,000 (dependent on experience)
- Company car allowance and mileage
- Laptop, mobile phone and standard company benefits
Contract:
Permanent
Working hours:
Full time
Responsible to:
Head of Key Accounts
About HW Facilities:
HW Facilities is a growing, family-owned national commercial cleaning and soft FM business. We pride ourselves on delivering high-quality, people-focused services and building long-term partnerships with our clients.
As we continue to scale, we are investing in strong operational leadership to support our teams on the ground and ensure we consistently deliver an excellent service experience.
Job Summary:
Due to continued growth, we are recruiting for a Key Account Manager to take responsibility for a portfolio of up to 10 client accounts across the Reading, West London and Greater London regions.
This is a primarily site-based, working closely with Site Managers, Supervisors and cleaning teams to ensure high standards are delivered consistently. Alongside this, you will build strong client relationships and act as a key escalation and support point across your portfolio.
You will work closely with the Head of Key Accounts to drive performance, maintain service quality and support the ongoing growth of the business.
Key Duties and Responsibilities:
Account & Client Management
- Act as the primary point of contact for assigned key accounts
- Build strong, lasting relationships with client stakeholders
- Attend and lead regular client meetings, reviews and site visits
- Understand each client’s operational requirements and expectations
- Proactively identify opportunities for improvement and added value
- Ensure high levels of client satisfaction, retention and service delivery
Operational Management
- Spend the majority of time on-site supporting operational delivery
- Work closely with Site Managers and Supervisors to maintain standards
- Provide direct support on day-to-day operational challenges, including:
- Staffing, recruitment and onboarding
- Absenteeism and cover
- Complaints and service issues
- Health & Safety and compliance
- Support contract mobilisations and service changes
- Ensure consistent service delivery across all sites within the portfolio
People Management & Leadership
- Act as a point of escalation for operational teams
- Support and develop Site Managers, Supervisors and operatives
- Promote a positive, professional and engaged team culture
- Support performance management, training and development
- Assist with HR matters including wellbeing, investigations and TUPE
Performance & Commercial Management
- Monitor performance across accounts against KPIs and SLAs
- Identify risks and opportunities within each account
- Support cost control, labour planning and efficient service delivery
- Work with the Head of Key Accounts to improve service and margin
Compliance, Health & Safety
- Ensure all sites operate safely and in line with company procedures
- Support audits, inspections and compliance checks
- Ensure risk assessments and safe systems of work are in place
- Promote a strong health & safety culture across all accounts
Communication & Reporting
- Maintain clear and consistent communication with all stakeholders
- Provide regular updates to the Head of Key Accounts
- Ensure issues are escalated and resolved quickly
- Support reporting on performance, risks and improvements
Experience & Skills Required
- Experience in a Key Account Manager, Area Manager or similar role within cleaning or soft FM
- Strong understanding of self-delivered cleaning operations
- Experience managing multiple sites or accounts
- Excellent client relationship and communication skills
- Strong organisational and problem-solving ability
- Comfortable working in a hands-on, operational environment
Key Attributes
- Proactive and solutions-focused
- Strong leadership and people management skills
- Commercially aware
- Detail-oriented with high standards
- Flexible and adaptable
Additional Requirements
- Full UK driving licence
- Willingness to travel regularly across the region
- Flexibility to support operational needs where required
Pay: £40,000.00-£45,000.00 per year
Benefits:
Application question(s):
- Do you have experience working within the commercial cleaning or soft FM industry?
Yes / No
- How many years’ experience do you have managing multiple sites or client accounts?
Less than 1 year
1–3 years
3–5 years
5+ years
- Have you worked in a client-facing Key Account Manager, Area Manager or Operations Manager role?
Yes / No
- Do you hold a full UK driving licence and are you comfortable travelling regularly across the region?
Yes / No
- Have you managed cleaning teams, Supervisors or Site Managers?
Yes / No
- Please briefly describe your experience managing key client relationships within cleaning or FM.
- This role is primarily site-based and operationally hands-on. Are you comfortable working in this environment?
Yes / No
Work Location: In person
