Operational Account Manager

London and surrounding areas £TBD Full Time

Join the Contego team

We’re looking for an experienced Operational Account Manager to join our growing team and take ownership of a portfolio of client accounts across London.

At Contego, we take what we do seriously, but we don’t take ourselves too seriously. We like people with personality — people who are comfortable picking up the phone, getting stuck in, building genuine relationships and finding a way through a problem when things don’t quite go to plan.

This role would suit someone who enjoys being right at the heart of the operation: working with customers, technicians and internal teams, keeping things moving and making sure we deliver the level of service we’ve promised.

You’ll be the key link between our clients and our operational teams, making sure contracts are running effectively day to day and that service levels, KPIs and customer expectations are being met.

And this definitely isn’t a role where you’ll spend all day looking at spreadsheets from behind a desk. You’ll be out meeting customers, visiting sites, working alongside our teams and getting a real understanding of what’s happening across your accounts.

What you’ll be doing

You’ll take ownership of the operational performance of your allocated accounts, including:

• Managing the day-to-day delivery of client contracts and making sure agreed KPIs, SLAs and service specifications are achieved.
• Building strong, professional relationships with clients and becoming a trusted operational point of contact.
• Attending client review meetings and providing clear updates on performance, trends, risks and improvement activity.
• Regularly visiting customer sites to review service quality, standards and contract compliance.
• Working closely with our technicians, scheduling and operational teams to resolve issues and keep service delivery on track.
• Monitoring account performance data to identify trends, recurring problems and opportunities for improvement.
• Taking ownership of operational complaints and escalations, making sure issues are properly investigated, resolved and followed through.
• Identifying the root causes of service failures and putting practical corrective actions in place.
• Making sure customer requirements and contract information are accurately maintained within our systems.
• Supporting the mobilisation of new contracts, sites and services.
• Identifying opportunities for additional works, service improvements and increased efficiency.
• Supporting client audits and making sure appropriate health, safety and compliance standards are maintained.
• Working collaboratively across Contego to continuously improve the service we provide.

Who we’re looking for

We’re looking for someone who is confident taking ownership, enjoys working with people and is comfortable in a fast-moving, field-based service environment.

You’ll ideally have:

• Experience managing client accounts or operational service delivery.
• Experience working with multi-site contracts and delivering against KPIs and SLAs.
• Experience working closely with field-based operational teams.
• The ability to analyse performance information and turn it into practical actions.
• Experience handling customer complaints and operational escalations.
• Good knowledge of health and safety practices and procedures.
• Strong IT skills, including Excel, PowerPoint and Word.
• Excellent communication and organisational skills.
• A full UK driving licence.

Previous experience within pest control, facilities management or another field-based service industry would be an advantage, but it isn’t essential if you have the right operational and account management experience.

Experience with CRM systems, field service management platforms, contract mobilisations or operational audits would also be beneficial.

The kind of person who’ll do well at Contego

We’re not looking for someone who wants to sit quietly in the background.

We want someone who’s happy to get involved, ask questions, speak to people and take ownership when something needs sorting.

You’ll be:

• Proactive and comfortable taking responsibility.
• A strong communicator who can build relationships at every level.
• Organised and able to manage multiple priorities without losing sight of the detail.
• Commercially aware and able to understand how operational performance affects an account.
• Confident working with data, KPIs and performance reporting.
• A practical problem solver who doesn’t just identify an issue and pass it on.
• Professional and reliable, but still able to bring your own personality to the role.
• Comfortable working independently while being part of a wider team.
• Happy to get out on the road and spend time with customers and our operational teams.
• Someone who genuinely cares about delivering a good service.

Why Contego?

Contego is a growing pest management business providing services to customers across the UK and Ireland.

We’ve built our business around our people, strong customer relationships and a willingness to challenge how things have traditionally been done.

We invest heavily in technology, data and new ways of working, but we also know that great service ultimately comes down to having great people who care about what they do.

We’re a busy business and things move quickly. No two days are quite the same, and there will always be something new to get involved in. We want people who enjoy that, who bring ideas to the table and who aren’t afraid to say when they think something could be done better.

You’ll be joining a supportive team where you’ll have the opportunity to genuinely influence how our contracts operate, build strong customer relationships and play a part in the continued growth of the business.

If you’re someone who likes taking ownership, solving problems, talking to people and making a real difference to the service customers receive, we’d love to hear from you.

Reports to: Head of Client Pest Risk / Operational Management
Location: London
Job Type: Full-time
Driving Licence: Essential

• Company car
• Company pension
• Private medical insurance

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