KEY ACCOUNT MANAGER/ TEAM LEADER
FRODSHAM
£28,000 - £34,000
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Role Overview
We are looking for a proactive and experienced Customer Service Team Leader / Key Account Manager to oversee the day-to-day performance of our customer service helpdesk team while managing key client accounts. This dual role involves ensuring excellent service delivery, providing leadership to the team, and acting as the main point of contact for key clients through regular reporting, meetings, and account management.
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Key Responsibilities
Client & Account Management
1. Prepare and deliver weekly and monthly client reports, presentations, and updates.
2. Lead weekly/monthly client meetings, including note-taking, presentation delivery, and action tracking.
3. Monitor and escalate unscheduled works, POs, and on-hold jobs, ensuring updates are provided promptly.
4. Manage client applications, issuing, resolving disputes, and ensuring accuracy.
5. Update client portals with timely information.
6. Act as the escalation point for client issues, liaising with contract managers, directors, subcontractors, and internal teams to resolve queries.
7. Approve and manage spend limits for ad-hoc client requests.
8. Onboard new contractors to support client job requirements.
9. Ensure tasks and escalations are ...