Position: Key Account Supervisor Location: National Reports To: Key Account Director Department: Key Account Management About Us: We are a leading provider of comprehensive fire and security systems, committed to ensuring the safety and satisfaction of our clients. Our team is dedicated to maintaining high standards of service, innovation, and integrity in all our operations. Job Summary: As a Key Account Supervisor, you will be pivotal in fostering and maintaining robust relationships with key account customers. Your role will involve ensuring the delivery of exceptional customer service, maximizing account profitability, and overseeing the execution of maintenance contracts. You will work closely with various internal and external stakeholders to achieve long-term customer retention and operational efficiency. Key Responsibilities: Operational Management: Oversee the profitability and service delivery for selected key accounts, including maintenance call-outs and remedial works. Ensure all operations align with company policies, quality standards (LPS1014 NSI Gold Requirements), and other accreditations. Address and escalate urgent or serious issues promptly to your line manager or the Service Director. Ensure full compliance with agreed KPIs and SLAs for fire and life safety servicing requirements. Regularly report to your Line Manager to agree on business objectives and review key performance indicators. Ensure accurate and timely completion of client portals and manage maintenance and engineer resourcing. Client Management: Review new contracts prior to mobilisation, ensuring detailed servicing schedules are agreed upon and recorded. Handle customer requests for additional works and proposals effectively, ensuring timely and quality documentation. Attend customer contract meetings and maintain regular liaison with clients. Secure non-contracted disciplines (e.g., security services for fire systems customers). Lead the mobilisation and setup of allocated key accounts in collaboration with service delivery teams and the Mobilisation Manager. Financial Oversight: Review service credits and report back to the line manager for approval. Ensure selected key accounts operate within budget or contract expectations, addressing any areas of concern or margin erosion. Maximize gross margin returns and report on account/contract P&L monthly. Collaborate with the Service Hub to optimize the booking process and daily service revenue. Qualifications and Skills: Strong understanding of Fire & Security Systems is preferred. Excellent management, communication, organizational, and interpersonal skills. Proven experience in a related industry. Ability to develop and maintain strong customer relationships and achieve both short and long-term objectives. Commercial experience and awareness. Knowledge of quality management systems ISO 9001, LPS 1014, and NSI Gold. Proficiency in Microsoft Office Suite and high-level customer service skills. Good telephone manner and verbal communication. Systematic approach to solving complex problems with attention to detail.