Team Leader - Key Accounts - #1788316

What You Will Do

Join our Customer Service leadership team in a fast-paced, target-driven environment where you'll lead a high-performing team to deliver exceptional service and meet key KPIs. You’ll play a critical role in managing high-value, strategic customer relationships, ensuring their experience is consistently outstanding.

This role is ideal for someone with a strong background in complaint resolution, customer experience, and performance management. You’ll be responsible for driving service excellence, motivating your team to meet and exceed targets, and supporting cross-functional collaboration. Strong multitasking and prioritisation skills are essential, as is the ability to lead by example and foster a culture of continuous improvement.

What We Offer

• Competitive salary
• 25 days holiday + Bank Holidays and sick pay
• Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products
• Extensive product and on the job/cross training opportunities with outstanding resources available
• Encouraging and collaborative team environment
• Career development through various career ladders
  
  

How You Will Do It

• Manage and grow relationships with high-value, strategic customers
• Lead, engage, and motivate your team to deliver exceptional customer experiences and meet service KPIs
• Drive performance through coaching, data analysis, and CRM tools
• Resolve customer complaints effectively and professionally, ensuring long-term satisfaction
• Balance multiple priorities and deadlines in a dynamic, fast-paced environment
• Promote a high-performance culture focused on continuous improvement and accountability
  
  

Required

What we look for

• Experience managing high-value or strategic customer accounts
• Proven track record in delivering exceptional customer experience
• Strong background in meeting KPIs and driving team performance
• Excellent complaint resolution and problem-solving skills
• Ability to multitask and prioritise in a high-pressure environment
• Experience in a contact centre, logistics dispatch, inside sales, or field-based setting
• Confidence using CRM systems or sales databases
• Strong communication and coaching skills
  
  

Preferred

• Recognised coaching or development qualification (e.g., CIPD, CPD)
• Experience with LEAN Six Sigma Greenbelt or similar methodologies