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National Accounts Team Leader – Gateshead or London
We are seeking a National Accounts Team Leader in our Gateshead or London office to supervise a team of 8 Administrators. The role involves delivering service excellence to both internal and external customers. The team acts as the principal point of contact between Churchill and our 30+ national account clients, providing first-line Customer Services support.
Key questions: Do you have experience managing a team of administrators? Are you skilled in administration and thrive in a fast-paced environment? Are you organized, deadline-oriented, and proficient in Excel?
As a National Accounts Team Leader, you will:
* Prioritize the workload of the National Accounts team, managing high volumes of customer interactions.
* Monitor internal and external KPIs/SLA’s, ensuring targets are met while minimizing risks and penalties.
* Ensure timely and accurate completion and distribution of reports.
* Supervise responses to client quotes, queries, and instructions, ensuring they are aligned with contractual agreements and are commercially viable.
* Identify escalations and resolve disputes professionally, with support from the CSM.
* Ensure the accuracy and profitability of HelpPoint’s commercial activities.
Requirements:
* A passion for Customer Service, with excellent verbal and written communication skills and attention to detail.
* Previous experience managing a team.
* Strong organizational skills, effective time management, and ability to multitask.
* Ability to meet tight deadlines and achieve client SLAs and internal targets.
* A positive, proactive approach to problem-solving, initiative, and independence.
* Ability to understand operational and client needs.
* Proficiency in Microsoft Office and familiarity with management and CRM software.
What we offer:
Join one of the UK's fastest-growing specialist FM providers. As our teams expand, so do your opportunities.
The benefits:
* Employee ownership, sharing in our future success.
* Two paid volunteering days annually.
* Over 250 perks, discounts, and exclusive deals.
* Training, development, and apprenticeship opportunities.
* Support from our Mosaic committee & Mental Health First Aiders on Wellbeing, Diversity & Inclusion.
* Recognition programs and annual awards to celebrate our stars.
Diversity, Equity, and Inclusion:
Churchill is committed to being an inclusive, equal opportunity employer, attracting and retaining diverse talent. We ensure fair treatment, respect, and dignity for all candidates.
Reasonable adjustments:
Please inform us of any adjustments needed during the recruitment process. We are happy to support you.
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