BASELINE INFORMATION JOB TITLE: Key Accounts Administrator JOB TYPE: Permanent LOCATION: Brackley, Northamptonshire TYPE: Office-Based HOURS: 40 Hours per week REPORTING TO: Customer Service Manager Drain Doctor: Drain Doctor is a market-leading national provider of emergency and planned drainage, as well as plumbing services, through a franchised network of over 30 branches. Drain Doctor is a key part of Neighbourly, a values-guided world-leader of franchise brands focused on repairing, maintaining, and enhancing customers’ homes and businesses. PURPOSE OF THE ROLE The Key Accounts Administrator plays a vital role in delivering a world-class customer experience to major national corporate clients. Working within a busy and growing team, the role involves liaising with high-profile customers and franchise partners to ensure seamless service delivery, operational excellence, and consistently high standards of customer care. This position provides essential office-based administrative support to key national accounts, as well as working within the call-centre to manage customer calls and contributing directly to customer satisfaction, account growth, and service quality. KEY RESPONSIBILITIES Deliver a consistently high standard of customer care within the call centre and for national key account clients. Act as a trusted point of contact, handling enquiries, bookings, complaints, and updates professionally and quickly. Own customer issues end-to-end and ensure resolutions meet or exceed client expectations. Maintain a friendly, responsive, and solutions-focused approach across phone and email communications. Maintain accurate records across CRM and customer systems for all jobs, communications, and financial transactions. Ensure timely and accurate administration of remittances, payments, statements, and reconciliations. Support credit control activity through clear documentation, tracking, and follow-up. Use data and reporting to identify trends, risks, or opportunities for service improvement and escalate accordingly. Proactively identify recurring issues across processes, customer journeys, or franchise interactions. Take ownership of complaints and service failures, focusing on resolution and root cause. Communicate clearly with internal teams, franchise partners and customers to remove delays or misunderstandings. Suggest practical improvements that simplify processes and enhance the customer experience. This role profile provides an indication of the role’s key accountabilities and is not intended to cover the whole scope of the role. EXPERIENCE/SKILLS/KNOWLEDGE EXPERIENCE: Experience in a customer-focused role (essential) Strong administrative experience (essential) Experience using CRM systems (beneficial) Credit control experience (beneficial) Computer Literate (Microsoft Office) Customer focused mind-set with a professional and friendly telephone manner Ability to manage multiple tasks and priorities in a fast-paced environment Strong attention to detail and organisational skills Experience in a customer-focused role (essential) Strong administrative experience (essential) Experience using CRM systems (beneficial) Credit control experience (beneficial) BEHAVIOURS Excellent communication skills Strong customer service focus Positive, proactive and can-do attitude ABOUT US Neighborly (yes, without a u) was established over 40 years ago in the United States as a small family business. Since then, Neighborly has grown into a world-leading company in home services. Landing in the UK in 2010 as Neighbourly with a focus on acquiring and developing premium franchise brands within the home service industry. In the 15 years that Neighbourly has been in the UK, it has shown its keen intent for growth, with over 330 locations across 6 brands, and over 4,000 frontline operatives. Gaining a strong reputation for investment and franchisee development, consistently growing year-on-year. Our Brands: Pimlico Plumbers Drain Doctor Bright & Beautiful Countrywide Grounds Maintenance Dream Doors Greensleeves Lawn Care Brand: DMD UK Drain Doctor