Account Manager – Heating & Plumbing

Account Manager – Heating & Plumbing

The Account Manager is responsible for the end‑to‑end operational delivery of heating and plumbing services for a defined portfolio of clients (estate agents, landlords, commercial clients).

You will lead a small team of schedulers and maintenance administrators, ensuring jobs are allocated efficiently, SLA targets are met, and client relationships are proactively managed.

This role requires someone who thrives in a fast‑paced, reactive environment, can balance operational detail with client‑facing communication, and can drive continuous improvement across workflows, compliance, and customer experience.

Key Responsibilities

1. Client & Account Management

• Act as the primary point of contact for key clients (estate agents, block managers, landlords).

• Manage expectations, provide updates, and resolve escalations professionally.

• Monitor and report on performance, job volumes, and recurring issues.

• Conduct regular account reviews to identify service improvements.

• Ensure all communication is timely, accurate, and aligned with contractual obligations

2. Team Leadership & Workflow Oversight

• Lead, support, and develop a small team of schedulers and maintenance administrators.

• Oversee daily job allocation, ensuring engineers are efficiently routed and utilised

• Monitor team performance, productivity, and adherence to internal processes.

• Provide coaching, training, and performance feedback

• Foster a positive, solutions-focused team culture.

3. Operational Delivery

• Ensure all jobs (reactive, planned, compliance) are scheduled correctly

• Oversee the full job lifecycle: booking → engineer allocation → parts → completion → invoicing

• Ensure accurate documentation, notes, and compliance evidence (photos, certs, reports).

• Liaise with engineers to resolve queries, delays, or technical issues.

• Support with parts ordering, supplier coordination, and job costing where required.

4. Continuous Improvement

• Identify inefficiencies in scheduling, communication, or job flow and implement improvements

• Analyse recurring issues (no access, repeat visits, parts delays) and implement corrective actions.

• Support digital transformation initiatives (automation, templates, workflow redesign)

Skills & Experience Required

Essential

• Experience in heating, plumbing, property maintenance, or FM operations

• Strong background in scheduling, coordination, or account management.

• Proven ability to lead a small team in a fast-paced environment.

• Excellent communication and relationship-building skills.

• Strong organisational skills with the ability to prioritise competing demands.

• Confident using job management systems

Desirable

Experience working with estate agents or social housing clients.

 Experience improving workflows or implementing new processes.

 Understanding of parts procurement and engineer resource planning.

Key Competencies

• Leadership & People Management

• Client Relationship Management

• Operational Efficiency

• Problem Solving & Decision Making

• Attention to Detail

• Calm Under Pressure

• Commercial Awareness

• Process Improvement Mindset