Job Description:

Internal Account Manager

Location: Basildon, Essex
Salary: £32,000 - £35,000
Job Type: Full-Time | Office-Based

Join a Growing Facilities Management Team

Are you an organised, customer-focused professional who thrives in a fast-paced environment? Do you enjoy building strong client relationships while ensuring operational excellence?

We are looking for an Internal Account Manager (IAM) to join our team in Basildon. Acting as the key link between clients, contractors, and internal departments, you will play a vital role in delivering outstanding service, managing jobs from start to finish, and ensuring service levels consistently exceed client expectations.

This is an excellent opportunity for someone with experience in facilities management, maintenance, helpdesk operations, or service delivery who is looking to develop their career within a growing and dynamic business.

The Role

As an Internal Account Manager, you will be responsible for overseeing the day-to-day management of client accounts, ensuring jobs are accurately logged, tracked, completed, and communicated throughout their lifecycle.

You will:

• Manage work orders received via email, telephone, client portals, and CAFM systems.
• Ensure job information is accurately recorded and maintained across internal and client systems.
• Coordinate contractors, stores, and clients to ensure works are delivered effectively.
• Monitor job progress from initiation through to completion.
• Manage quotations, approvals, follow-on works, and revisits.
• Ensure all documentation and communications are attached to relevant job records.
• Provide regular reporting and performance updates for clients.
• Attend client meetings and quarterly review meetings when required.
• Support Planned Preventative Maintenance (PPM) scheduling and delivery.
• Help maintain SLA performance levels of 92% or above.
• Identify opportunities to improve processes, service delivery, and client satisfaction.

Essential Skills & Experience:

• Previous experience in an Internal Account Manager, Account Coordinator, Helpdesk, Service Delivery, or Facilities Management role.
• Strong customer service and client relationship management skills.
• Excellent communication skills, both written and verbal.
• Highly organised with exceptional attention to detail.
• Ability to manage multiple priorities and work effectively under pressure.
• Strong problem-solving and decision-making abilities.
• Experience using CAFM, CRM, or job management systems.
• Proficient with Microsoft Office applications.
• Collaborative team player with a proactive attitude.

Desirable:

Experience within Facilities Management, Building Maintenance, Retail Maintenance, or Service Contracts environments.

Knowledge of service level agreements (SLAs).

Experience managing Planned Preventative Maintenance (PPM) programmes.

Experience producing operational reports and performance data.

What Success Looks Like

Consistently achieving 92%+ SLA compliance.

Delivering exceptional customer service and client satisfaction.

Maintaining accurate and timely system updates.

Building strong relationships with clients, contractors, and internal teams.

Contributing to process improvements and operational efficiencies.

Why Join My Client?

Be part of a supportive and growing team.

Work with a diverse portfolio of national clients.

Opportunity to build strong client relationships and influence service delivery.

Career development and progression opportunities.

Varied role combining account management, operations, and customer service.

If you're a proactive problem-solver with a passion for customer service and operational excellence, we'd love to hear from you. Apply today and become an integral part of their continued success.