Account / Contract Manager – NHS Healthcare Services
London | Multi-Site Field-Based Role
Circa £50,000 Basic + £5,000 Car Allowance + Bonus + Benefits
An industry-leading healthcare support services provider is seeking an experienced Account Manager to oversee a major NHS healthcare account across multiple hospital sites in London.
This is a high-profile, hands-on leadership opportunity for an experienced Account Manager, Healthcare Account Manager, Key Account Manager, Operations Manager, or Service Delivery Manager with strong multi-site management experience and a passion for customer service excellence.
The successful candidate will manage an onsite team while acting as the senior point of contact for key NHS stakeholders across a complex, demanding, and highly visible healthcare environment.
The Role
This pivotal position combines operational leadership with strategic account management responsibility. The successful candidate will be comfortable balancing day-to-day operational involvement with senior stakeholder engagement, ensuring exceptional service delivery across all sites.
The role requires a proactive, adaptable, and commercially aware individual who can build strong customer relationships, lead high-performing teams, and identify opportunities to grow the account through additional product and service solutions.
Key Responsibilities
- Manage a high-profile NHS healthcare account across multiple hospital sites
- Lead, motivate, and develop a team of onsite employees
- Act as the primary point of contact for NHS stakeholders and customer leadership teams
- Build strong, long-term customer relationships across multiple healthcare environments
- Deliver exceptional account management and operational service delivery
- Ensure services are delivered efficiently and in line with service level agreements
- Conduct regular customer review meetings, site visits, audits, and performance reviews
- Manage onboarding and implementation of new contracts, projects, and service initiatives
- Analyse operational reporting, revenue trends, KPIs, customer feedback, and service performance
- Monitor Customer Satisfaction Scores (CSS) and Net Promoter Scores (NPS), implementing improvement plans where required
- Identify opportunities to grow the account through additional product and service solutions
- Coordinate contingency planning and resolve operational issues proactively
- Work collaboratively with operations, logistics, quality, and customer service teams
- Drive continuous improvement initiatives across all areas of service delivery
- Manage staffing levels, rotas, holiday planning, sickness cover, and payroll submissions
- Support recruitment, training, performance management, and development of onsite teams
- Ensure a strong customer service culture is embedded across all onsite personnel
Candidate Profile
- Proven experience in Account Management, Healthcare Account Management, Service Delivery, Operations Management, or Facilities Management
- Strong multi-site management experience within healthcare, NHS, facilities management, hospitality services, or other service-led operational sectors
- Demonstrated leadership experience managing large operational or onsite teams
- Excellent stakeholder management and customer relationship skills
- Experience managing demanding, high-profile customer accounts
- Hands-on leadership style with the ability to support operational teams when required
- Commercially aware with the ability to identify account growth opportunities
- Strong analytical, reporting, and problem-solving capabilities
- Excellent organisational and project management skills
- Adaptable, proactive, and solutions-focused approach
- Full UK driving licence required
What’s on Offer
- Circa £50,000 basic salary
- £5,000 car allowance
- Bonus and benefits package
- High-profile NHS healthcare account
- Multi-site leadership opportunity
- Career progression within a market-leading organisation
- Opportunity to play a key role in delivering essential frontline healthcare support services
Keywords
Account Manager, NHS Account Manager, Healthcare Account Manager, Key Account Manager, Service Delivery Manager, Operations Manager, Facilities Management, Healthcare Services, NHS Jobs, Multi-Site Manager, Customer Success, Client Relationship Management, Operational Leadership, Team Management, Stakeholder Management, Service Delivery, KPI Management, Customer Satisfaction, NPS, Healthcare Operations, Hospital Services, London Jobs, Field-Based Role, FM Services, Contract Management, Soft Services, Healthcare Support Services