Commercial Accounts & Operations Manager

Commercial Accounts & Operations Manager
Location: Harrow
Salary: GBP35,000 - GBP40,000 per year
Job type: Full-time, permanent
Bridge Recruitment is helping one of our established clients recruit an experienced Commercial Accounts & Operations Manager to join their ever-expanding team. Plenty of career progression!
Responsibilities of the Commercial Accounts & Operations Manager:
- Build and maintain strong relationships with commercial clients and key stakeholders.
- Act as the primary contact for client enquiries, service reviews, complaints and escalations.
- Identify opportunities to improve client satisfaction, retention and business growth.
- Manage commercial enquiries from initial enquiry through to quotation and completion.
- Prepare accurate quotations, proposals and tender documentation.
- Maintain and develop a healthy sales pipeline, following up opportunities to maximise conversion.
- Identify opportunities for additional services, maintenance contracts and system upgrades.
- Coordinate reactive, planned and project work to meet client requirements and service levels.
- Allocate resources and liaise with engineers, suppliers and subcontractors to ensure efficient delivery.
- Monitor work progress, resolve delays and ensure effective communication throughout.
- Manage commercial projects from planning through to completion, ensuring delivery on time and within budget.
- Coordinate project plans, documentation, variations and client handovers.
- Work closely with technical teams to deliver effective and compliant solutions.
- Translate technical information into clear client communications and proposals.
- Lead, support and develop B2B office staff, promoting high standards of customer service and performance.
- Allocate workloads, conduct performance reviews and identify training and development needs.
- Support recruitment, onboarding and team development.
- Monitor commercial performance, profitability and work in progress.
- Ensure accurate records, approvals, purchase orders and invoicing documentation are maintained.
- Support forecasting, reporting and revenue planning.
- Produce and present performance reports, highlighting trends, risks and improvement opportunities.
- Drive continuous improvement by enhancing processes, reporting and operational efficiency.
- Ensure compliance with company procedures, health and safety, quality standards and client requirements.
- Support audits, risk management and information security requirements.
- Participate in the out-of-hours rota, coordinating emergency responses and ensuring effective handovers.
Requirements of the Commercial Accounts & Operations Manager:
- Proven managerial, supervisory or team-lead experience in a commercial service delivery environment.
- Demonstrable experience working for, or closely with, a facilities-management company or facilities-services provider.
- Strong background in commercial account coordination, sales coordination, client support or business operations within the facilities-services industry.
- Evidence of seeing projects or complex works through from initial enquiry and scope to delivery, handover and commercial close-out.
- Practical understanding of HVAC services, building maintenance, facilities management, planned preventative maintenance and Building Management Systems (BMS).
- Strong negotiation, quotation follow-up and client-relationship skills, with the confidence to discuss value, timescales and commercial terms.
- Ability to manage competing priorities, multiple clients, operational escalations and strict deadlines without losing ownership of actions.
- Strong commercial awareness, including an understanding of labour, material and subcontractor costs, margin, WIP and invoice readiness.
- Excellent written and verbal communication skills, including professional proposals, client updates, meeting notes and escalation responses.
- Confident use of Microsoft Office, especially Outlook, Word and Excel, together with CRM, job-management or facilities-management systems.
- Strong analytical, organisational and problem-solving skills, with the ability to interpret KPIs and turn findings into practical actions.
- Willingness and ability to participate in the departmental out-of-hours escalation and call-out rota.
If you feel like you meet the above criteria for the Commercial Accounts & Contracts Manager role, then please apply now!