Telephone Account Manager
We have an exciting opportunity for a Telephone Account Manager to join our GEM Contact Centre based in Dunstable. This role plays a key part in supporting and nurturing relationships across our nationwide estate agency branch network. Focused on service, retention, and relationship management, this is an ideal opportunity for someone who enjoys owning accounts and being a trusted point of contact for multiple stakeholders.
About the Role
Reporting to the National Account Manager, you will manage a portfolio of approximately 100–250 estate agency branches. You will act as the primary contact for your accounts, ensuring excellent service delivery, consistent engagement, and strong working relationships with branches and head office alike.
Key Responsibilities
Account Management & Relationship Ownership
1. Manage a portfolio of circa 100–250 estate agency branches across multiple regions
2. Build and maintain strong, long-term relationships with Branch Managers, Area Managers, and Head Office stakeholders
3. Act as the primary point of contact for account-related queries and escalations
4. Conduct regular account reviews to ensure service levels, performance, and satisfaction
5. Identify and manage risks to account retention, taking proactive steps to resolve issues
6. Work closely with internal GEM teams to resolve operational or service-related matters
7. Support the onboarding of new branches and implementation of services or products
Account Performance & Insight
8. Monitor branch engagement, activity, and performance against agreed KPIs
9. Use data and feedback to identify opportunities to improve branch outcomes
10. Provide clear insight and updates to the National Account Manager and wider internal teams
Skills & Experience
Essential
11. Strong understanding of the estate agency sector or property-related services
12. Excellent verbal and written communication skills, with a confident telephone manner
13. Highly organised with strong attention to detail
14. Ability to manage a high volume of accounts and activity effectively
15. Comfortable working in a fast-paced contact centre environment
Desirable
16. Previous account management or relationship management experience
Personal Attributes
17. Customer-focused and solutions-oriented
18. Able to work independently while managing priorities effectively
19. Process-driven with a strong sense of ownership and accountability
Why Join Connells Group?
You will be joining one of the UK’s most established and successful property services groups, working within a supportive and collaborative Contact Centre environment. This role offers the opportunity to develop a long-term career in account management while making a meaningful impact across our national branch network.
Connells Group is an equal opportunities employer and is committed to creating a diverse, inclusive and authentic workplace. We welcome applications from all suitably qualified candidates, regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, or pregnancy and maternity status.
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