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.

Key Responsibilities

Client & Account Management

• Prepare and deliver weekly and monthly client reports, presentations, and updates.
• Lead weekly/monthly client meetings, including note-taking, presentation delivery, and action tracking.
• Monitor and escalate unscheduled works, POs, and on-hold jobs, ensuring updates are provided promptly.
• Manage client applications, issuing, resolving disputes, and ensuring accuracy.
• Update client portals with timely information.
• Act as the escalation point for client issues, liaising with contract managers, directors, subcontractors, and internal teams to resolve queries.
• Approve and manage spend limits for ad-hoc client requests.
• Onboard new contractors to support client job requirements.
• Ensure tasks and escalations are resolved promptly and within client SLAs.

Team Leadership & Performance

• Monitor and review team performance data and ticket queues, ensuring jobs are categorised, assigned, and actioned promptly.
• Conduct weekly catch-ups, monthly team meetings, and 1-2-1s to manage performance, set goals, and address concerns.
• Support with performance plans, handling underperformance, and having difficult conversations in line with HR guidance.
• Oversee staff coverage during annual leave and sickness, reallocating work as required.
• Provide training and support to staff, ensuring skill development and consistent service delivery.
• Assist with workload cover for colleagues (including covering Helpdesk Management duties during annual leave or absence).
• Lead on hiring and interviewing new staff to grow the team.

Operational Responsibilities

• Carry out job checks to ensure accuracy and quality of work.
• Manage and order materials and access equipment where needed.
• Support with invoicing jobs and resolving disputed job cards.
• Produce and circulate weekly completed work reports to clients.
• Review team diaries, prevent scheduling clashes, and make adjustments for urgent works.
• Attend diary review meetings with directors and act on agreed actions.
• Amend and monitor phone queues and call data, ensuring effective team coverage.

Skills & Experience

• Proven experience in a team leader, supervisor, or account management role.
• Strong background in customer service, scheduling, or facilities management.
• Excellent communication and presentation skills, with confidence in client-facing and director-level meetings.
• Strong organisational skills with the ability to prioritise and manage multiple tasks.
• Experienced in handling performance management, coaching, and staff development.
• Competent with reporting, data analysis, and the use of customer portals, ticketing systems, and spreadsheets.
• Confident decision-making, especially when handling escalations, disputes, or unusual client requests.

Hours of Work

• Monday to Friday, 8:30am – 5:00pm.
• Flexibility required for occasional client or director meetings and to provide Helpdesk Management cover when needed.

Benefits

• 20 days annual leave plus bank holidays & additional leave packages.
• On-site parking for easy commuting.
• Access to a benefits app with a range of employee perks and discounts.
• Supportive and collaborative working environment in a new office space.

Additional Information

• Probation Period: 3 months
• Reports to: Helpdesk Manager
• Opportunity: Be part of one of the fastest-growing facilities management businesses in the Northwest, where your role directly contributes to our expansion and success.
• Work Environment: Enjoy a modern office with state-of-the-art breakout areas, a canteen, and collaborative spaces designed to encourage innovation and teamwork.
• Culture: Thrive in a vibrant, and fast-paced environment where excellence is celebrated and top performance is consistently rewarded.

Call Leanne on 01270 589 943 or email Leanne@kpir.co.uk

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