National Account Team Leader

1 week ago

Gateshead, Gateshead, United Kingdom Shared Services Full time

Job Title: National Account Team Leader

Job Summary:

We are seeking a highly skilled and experienced National Account Team Leader to join our Shared Services team. As a key member of our team, you will be responsible for supervising a team of administrators, delivering service excellence to internal and external customers, and providing first-line customer support to our 30+ national account clients.

Key Responsibilities:

  • Prioritize and distribute high volumes of internal and external customer interactions to ensure timely and effective resolution.
  • Monitor and analyze internal and external KPIs/SLAs to ensure targets are met and minimize risk and financial penalties.
  • Ensure accurate and timely completion of reports and distribution to stakeholders.
  • Supervise the response to client quotes, queries, and instructions in line with contractual agreements and ensure commercial viability.
  • Identify and resolve escalations, priority issues, and disputes in a professional manner with the assistance of the CSM.
  • Ensure the accuracy and profitability of HelpPoint's commercial activity.

Requirements:

  • Passion for customer service with excellent verbal and written communication skills and attention to detail.
  • Previous experience in managing a team and supervising staff.
  • Excellent organizational skills with effective time management and multitasking abilities.
  • Ability to work under pressure and meet tight deadlines while delivering against client SLAs and internal targets.
  • Positive attitude with a 'can-do' approach to problem-solving and ability to work independently.
  • Computer literacy with proficiency in Microsoft Office and other common management and CRM software programs.

What We Offer:

  • Opportunity to be part of a fast-growing specialist FM provider in the UK.
  • Employee-owned company with benefits and perks.
  • Training, development, and apprenticeship opportunities for career growth.
  • Commitment to diversity, equity, and inclusion with a focus on employee well-being.

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