Company Info

Mitie Landscapes Ltd
The Landscape Centre, 22-28 Sturt Road Firmley Green Surrey GU16 6HY CR, United Kingdom
Phone: 0125 283 2375
Web Site:

Customer Services Manager


Job ID:



Frimley, Surrey,


Landscaping, Managerial



Job Views:


Employment Type:

Full time



Job Description:

Job objectives and responsibilities
•             To take full responsibility for management of Regional accounts and develop them thereafter
•             Assist in ensuring that client satisfaction is exceeded
•             To oversee the transition of sites changing hands to a new managing agent
•             Hold a genuine interest and passion in working with and helping all clients and fellow colleagues
•             Ensure that maximum revenue growth is achieved for the nominated contracts
•             Drive the quality of service being provided across the managing agent estate within the Region, producing internal quality audit and client quality audits
•             To provide support to the National Client Account Managers and Senior National Client Account Manager
in achieving contractual SLAs where applicable
•             Deliver quality, diversity and a can do attitude along with great team work to ensure success at all levels
A genuine interest in working with and helping all clients
•             To carry out Service Improvement Plans for your regional accounts
•             To attend on site review meetings with the client
Main duties
•             Process quote request and chase contractor for items identified in site reports
•             Ensure that all PO requests / action requests for quote acceptance are sent to client support so these are raised and logged on working spread sheet. These to be followed through until completion
•             To understand and complete all work related documentation accurately and on time
Management Information
•             Review current reporting procedures and refresh as needed
•             Collate all necessary management information necessary to produce Monthly Management Reports in conjunction with manager and other Key Account Managers
•             Ensure all operational paperwork, documentation and forms are completed as necessary and specified, and distributed as instructed.
•             To produce and maintain through regular reviews, a Service Level Agreement for each sites within the Region
              Business Development
•             Ensure that all potential opportunities for business development within each site are identified, reported and updated on SIP
•             Assist, when required, with the surveying, pricing and preparation of new contracts
•             Ensure that all adhoc works are reported direct from site and forwarded to client with proposed costings to rectify
•             Support with new bids, providing written information relating to mobilisation activities for inclusion in the bid
•             Ensure that the company image is correctly presented in a professional manner at all times
•             To support the development of new sales, ensuring continuous growth
Client Management
•             Attend client reviews with colleagues 
•             Ensure that the sites are audited on a monthly basis and reported emailed to the client for sites that fall within the region, for both Regional and National contracts
•             To provide management information/reporting as required
•             Support the team to exceed client’s service expectations
•             Work closely with the operational teams to achieve the above
•             Highlight potential new site improvements to the Client Account Managers, photographic measurements and quotes in order that SIP can be updated and forwarded to client
•             Process quote request and chase contractors for non-urgent items, i.e. tree surgery roadlining, gutter clean etc.
•             In conjunction with the Client Support and Finance Team, produce weekly reports to present to Client highlighting where POs are required and where payment has still to be received
•             Assist in identifying cost savings which are applicable and beneficial to both clients and the company alike
•             Liaise with the Operations department for authorisation of suppliers invoices for payment ensuring that full reconciliation has been completed
•             Ensure all company and client policies and guidelines are adopted and complied with at all times by all staff
•             Ensure all documentation is completed accurately, on time and distributed accordingly
•             Ensure all relevant Health & Safety training is undertaken as required
•             Ensure that the clients are provided with the health and safety reports requested in a timely manner

Job Requirements:

Person Specification
•             Some commercial experience, ideally in client management or sales
•             Educated to degree level, ideally in a relevant subject such as business management, English, environmental studies or any science
•             Advanced knowledge of Microsoft office including Excel, Word and Powerpoint
•             Hold Immaculate personal and work presentation skills with a keen eye for detail and be Able to represent MITIE effectively at both internal and external meetings
•             Self motivatedand  Seeks out and takes opportunities to learn new skills as part of personal professional development
•             Happy to work alone or in a team
•             Keen to work to defined targets
•             Excellent relationship management skills
•             Superior multi-tasking abilities
•             Superior time management and organisation skills
•             High level of written English
Takes ownership of personal development
•             Flexibility over working hours
•             Driving licence essential
Working within the Mitie values and behaviours
People Mitie is a people business. It’s our people, and their drive to do their jobs to the best of their ability that makes us different.
Trustworthy -
We do what we say we will         How we behave…
•             We treat all colleagues with respect
•             We challenge people when they don’t do the right thing
•             We welcome advice from anyone that might improve what we do
•             We are open and honest
•             We think safety and always follow rules for safe working
Helpful -
We go out of our way to make a difference         How we behave…
•             We work with each other to achieve the best for clients and for Mitie
•             We share information to help colleagues succeed
•             We build great relationships
•             Our first response to requests will always be positive
•             We look out for each other, never walking by unsafe actions or situations
Inspiring -
We help others to be the best they can be          How we behave…
•             We support and encourage each other to develop
•             We lead by example
•             We set clear expectations
•             We listen to and learn from others
•             We learn from mistakes and incidents to prevent recurrence
Passion Take our people, add their passion, and you get something really special.
Spirited -
We give it everything we’ve got                How we behave…
•             We do good things for each other, the environment and the community
•             We appreciate diversity and encourage it
•             We demonstrate team spirit
•             We are committed to doing things better and setting new standards in all that we do
•             We take pride in what we do and have fun doing it
•             We celebrate success and say thank you
Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.
Pioneering -
We do things that excite and amaze        How we behave…
•             We bring new ideas to the way we do things
•             We are willing to try new things
•             We encourage and support innovation
•             We consider things from other peoples’ points of view
•             We embrace new thinking and technologies
•             We build health & safety into everything we do
Health and Safety responsibilities
•             Follow Group and company policies and procedures at all times;
•             Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
•             Use all work equipment and personal PPE properly and in accordance with training received;
•             Report any issues or training needs to your  Line manager and /or  via your divisional incident reporting system;
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.