Analytical Skills, Account Management, Service-Level Agreements (SLA), Problem Solving, IT Escalation, Management, Training, Business, Technical Support, Workload Prioritization
Job description
Out of Hours Account Manager Facilities / Reactive MaintenanceLocation: Remote South Africa (PE)
Hours: Out of Hours evenings, nights, weekends & bank holidays (rota-based)
About the RoleWe are seeking an experienced Out of Hours Account Manager to support a UK-based Facilities and Property Reactive Maintenance contract.
This role is critical in ensuring our client receives a seamless, professional, and responsive service outside of normal business hours. You will manage reactive maintenance calls, coordinate contractors, and ensure all service level agreements (SLAs) are met in fast-paced and often high-pressure environments.
Success in this role requires someone who is adaptable, highly analytical, and extremely detail orientated, with the ability to assess situations quickly and make well-informed decisions. While the role involves working independently out of hours, you will also be a key part of a wider account team and must work collaboratively to ensure consistent service delivery.
Key Responsibilities
- Acting as the first point of contact for all out-of-hours reactive maintenance calls
- Answering inbound calls from client sites, tenants, and key stakeholders
- Logging, analyzing, and prioritizing maintenance issues using a CAFM / helpdesk system
- Assessing job urgency in line with agreed SLA and criticality levels (P1P4)
- Dispatching and liaising with approved contractors to ensure timely and effective attendance
- Managing emergency and high-pressure situations calmly, professionally, and methodically
- Providing clear, accurate, and timely updates to clients throughout each job lifecycle
- Escalating critical incidents in line with contract and escalation procedures
- Producing clear, detailed, and accurate handover notes for the daytime account management team
- Experience within Facilities Management, Property Maintenance, or Reactive Helpdesk environments
- Strong telephone-based customer service and stakeholder management skills
- Highly analytical and detail orientated, with the ability to assess information quickly and accurately
- Adaptable and resilient, able to respond effectively to changing priorities out of hours
- Confident working independently while remaining a strong team player
- Excellent communication, organisation, and problem-solving skills
- A solid understanding of reactive maintenance priorities and SLAs
- A bespoke training plan tailored to your experience and development needs
- Ongoing support from an experienced daytime account management team
- Clear processes, escalation pathways, and collaborative working practices
