The Keyholding Company is a digitally transformed, tech-enabled security services company with an innovative digital service. As a company, we are deeply rooted in hiring the best talent and setting the highest industry standards. With a commitment to rewarding hard work, the team culture is supportive, collaborative, innovative, ambitious and entrepreneurial.
We strive to make a real difference to the safety and security of our clients by helping them make intelligent decisions based on insightful data. Known for our flexibility, rapid response, and tech-led approach, we collect thousands of data points in our smart security platform - a job booking, data analysis and access management that helps reduce risk: and bring businesses into the 21st century.
Exceptional service comes from our people, they're passionate, dedicated, and ready to go above and beyond always keeping our clients at the heart of everything they do, our personality shines through every time we get it right with our clients, we simply care about doing a good job.
The Account Management team oversee the service of our key accounts, optimising performance and engaging clients with our services. Working closely with the Strategic Account Directors, SMEs, internal stakeholders and Service Partners, you will act as the lead point of contact for the client, proactively managing their account, building rapport and ensuring their needs are met resulting in exceptional service.
Key Accountabilities
Outcomes:
* Develop solid and trusting relationships with clients, taking time to build rapport and understand what is most important to your client.
* Proactively oversee and share client data, account progress and updates through monthly client meetings.
* Identify, co-ordinate and participate in continuous improvement initiatives.
* Anticipate key account changes and propose improvements through analysing client data.
* Plan and present monthly quarterly meetings with your client, supporting our strategy, championing new products and initiatives.
Principle tasks:
* Monitor partner performance in completion of jobs and meeting client SLAs.
* Engage with Partners to ensure quality and response standards are maintained.
* Act as an escalation point for key client enquiries, issues, and complaints.
* Monthly client invoice checks.
* Ensure communication between your key clients and internal teams are seamless.
* Responsible for managing and updating the client account tracker.
* Conduct training with clients where needed to ensure our technology is always optimised.
* Maintain accurate and complete client information, including key records, schedules, contacts, and points of escalation.
* Manage the mobilisation process for new and existing clients.
Our Account Management Stack
* Chase
* Slack
* Zendesk
* Client Platform
* Hubspot
Candidate Description
Essential Skills & Qualifications
* 5-year checkable work history.
* Evidence of strong operational experience and knowledge.
* Great client-facing skills and an ability to build rapport and trust.
* The ability to remain calm and patient in stressful situations, work under pressure and resolve issues in challenging situations.
* Excellent people and communication skills (written and verbal).
* Self-motivation to be able to make quick decisions.
* Strong organisational skills and with evidence on being able to pay attention to detail
* Demonstrable ability to develop converged solutions to meet client needs.
Desirable Skills & Experience
* At least 3 years' experience in customer service management / account management roles in the security industry (FM/Managing Agents/Mobile Services/Guarding/Systems).
* Experience delivering large scale mobilisations.
* Knowledge of the security and risk industry.
Behavioural competencies
* Credible, professional, and quick to build strong relationships.
* Comfort working with and championing technology.
* Can do attitude and high levels of determination.
* Able to prioritise a varied workload.
* Creative, agile, and strategic thinker.
* Collaborative and action orientated.
Our Benefits
Work is only one part of life, but it needs to work when the rest of life shows up.
At TKC, our benefits are built to support the moments that actually matter; starting out, growing a family, caring for people you love, staying healthy, building skills, and planning for the future.
We've designed our benefits stack keeping support in mind - the same way we build our products. Here:
* Generations give us signals
* Life's moments give us insight
* Flexibility lets it keep changing
So you can use what you need, when you need it.
At TKC, you have access to:
* Benchmarked pay and hybrid work, so you can balance work with everything else
* 25 days of annual leave plus 5 days of Company Sick Pay to use when life or family needs you
* Mental health and wellbeing support through our EAP, plus discounted gym membership
* Learning and development to grow your skills and your career
* Salary sacrifice schemes for pension, cycle-to-work and EVs
* A voluntary health cash scheme that starts at £1 per week, covering you, your partner and kids, with extra everyday freebees
* Free financial coaching and financial welling tools through our partners AAG
* Regular social events and monthly team days
* Enhanced parental leave - 13 weeks paid for primary caregivers, 4 weeks paid for secondary caregivers
Our benefits aren't about perks. They're about having the right support when your life shifts. You can explore the full details anytime by visiting #tkc-benefits
Employer Descriptio
We're building something different and we're looking for people who want to be part of it.
We started over 25 years ago in keyholding and alarm response, building a reputation for reliability at scale. Today, we still deliver those services nationwide but the way we operate has evolved significantly.
We now design and deliver integrated, tech-enabled security solutions that bring together people, systems and data to improve how security works in practice. This gives our clients better visibility, stronger control and more consistent outcomes across their estates.
We work with some of the UK's largest organisations, including 93% of the top Facilities Management companies, and we've built a reputation for doing things properly. How we deliver matters just as much as what we deliver. We're B Corp certified and we believe that exceptional security can, and should, coexist with a firm commitment to people and the planet.
We're proud of our legacy and ambitious about what comes next. As we grow, we're looking for people who care deeply about quality, enjoy taking ownership, and want to build something meaningful over time. Our pace and ambition create real opportunities to learn, develop and shape your career - and there is never a dull moment.
Equity, Diversity and Inclusion
Equity, Diversity and Inclusion matter to us. We are keen to hear from candidates from a broad range of backgrounds and experiences and are excited about learning from you, as much as we know you can learn from us.
Our Values
We care about doing a good job
We believe in open and honest communications
We encourage collaborative working with partners, clients, and each other
We constantly strive to improve, via our people, processes, and technology