Senior Account Manager - #1736427

The Role

This role is responsible for managing all aspects of operational delivery and client relationships for a portfolio of client locations. You will have full responsibility for any Facilities & Workplace services, your clients’ satisfaction and service experience, and the commercial performance of each location and your team.

Supported by a strong team, you will take a leading role in the contract’s success, including but not limited to; client engagement at a more senior level, supplier relationship management, owning all escalations and agreed reporting and action plans.

Responsible for the line management of others, you will see that all services are delivered to your clients’ agreed specification. You also look beyond this to drive all opportunities to demonstrate Instant as a best in class, complete property solution.

You will lead networking within your clients’ organisation to achieve excellent relationships at all levels, delivering Instant’s values and keeping a firm focus on the Account Development Plans which you will develop and deliver. You will create and capitalise on opportunities to improve levels of client satisfaction, innovation, and profitability.

Department Services Employment Type Permanent Location London Workplace type Hybrid Reporting To

What will you be doing?

• Lead and manage Account/Community Managers within your remit.
• Ensure delivery of all hard and soft FM services to SLA standards; manage planned/reactive tasks and costs.
• Build and maintain strong relationships with suppliers, landlords, tenants, and clients, driving performance and communication.
• Oversee compliance and remedial actions for building services; support inspections and audits.
• Handle service issues, escalations, and incidents, including out-of-hours support and reporting.
• Actively manage client relationships and contribute to Account Management Plans.
• Ensure visibility across your portfolio through regular site visits and proactive engagement.
• Deliver accurate internal and external reports and support commercial activities such as cost reviews, recharges, and upselling services.
• Support all H&S and regulatory compliance activities.
  
  

Who are we looking for?

• Alignment with our company behaviours: Play To Win, Own Your Outcome, Solve It Together, Help Each Other Grow
• Strong FM background (hard & soft services) with working technical knowledge; IWFM preferred.
• Experience in managing client accounts, supplier relationships, and helpdesk functions.
• Proven understanding of workplace H&S; IOSH/NEBOSH desirable.
• Skilled in incident management and external reporting.
• Results-driven with a continuous improvement and change management mindset.
• Strong client relationship and stakeholder management skills; confident influencer and advisor.
• Calm and dependable under pressure; effective incident responder.
• Commercially astute with ownership of budgets and financial approvals.
• Proactive, hands-on, flexible, and capable of managing multiple priorities across locations.
• Confident communicator with a growth mindset and a collaborative, engaging personality.
  
  

What's in it for you?

• Competitive pay scales reviewed annually
• Discretionary annual company bonus
• Private healthcare and life cover
• Hybrid working with a focus on connectivity, flexibility and bigger relationships as part of our workplace experience strategy
• Bespoke training programmes and our bespoke ‘Instant Learning’ portal
• Reward Gateway (discounts!)
• Wellbeing Centre
• Global Employee Assistance Programme
• Brilliant colleague recognition scheme, with quarterly and annual ‘Let’s Celebrate’ awards (with great prizes!)
• Generous referral scheme
• Laptop / tech provided
• Early finish on a Friday!
  
  

At The Instant Group, we prioritise our people and our clients. We are committed to fostering diversity, equality and inclusion, providing equal opportunities in all aspects of employment. Our goal is a workforce that truly reflects society and our customers, creating an environment where every employee feels respected and empowered. When hiring or promoting from within, we see diverse experiences from a variety of backgrounds and welcome all applications regardless of age, gender, race, ethnicity, sexual orientation, religion, disability status or any other dimensions of diversity. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know. We use AI to help us assess applications fairly and objectively.



About The Instant Group

The Instant Group has been rethinking workspace since 1999 with over 500 experts working globally across more than 175 countries. Instant’s digital platforms constitute the world’s largest digital marketplace for flexible workspace listing meeting rooms, virtual offices, flexible office space and coworking memberships. Its global team advises on commercial real estate solutions from serviced offices to fully customised managed offices, and consulting services for portfolio and net zero strategies.

Instant’s approach enables agility, hybrid working solutions and improved operational resilience for more than 250,000 businesses every year. Clients include Prudential, Booking.com, Shell, Jaguar Land Rover and GSK. Instant has global offices including London, Paris, New York, Hong Kong, Singapore and Sydney.

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