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Account Desk Manager
Join a rapidly growing, technology-driven security company specializing in solutions for temporary and remote sites, with top clients in construction, rail, and civil engineering sectors. This position offers an exciting opportunity to lead a high-performing service desk team, ensuring top-tier customer service and achieving sales objectives.
Key Responsibilities:
- Lead and Mentor: Manage and develop a team of account desk managers, setting clear goals and offering guidance to achieve performance targets.
- Customer Service Excellence: Ensure prompt and professional handling of inquiries and issues, consistently meeting established service level agreements (SLAs).
- Drive Sales Success: Support the team in achieving and surpassing sales targets through effective account management and identifying upselling opportunities.
- Operational Oversight: Manage daily account desk operations, ensuring efficient workflows, appropriate staffing, and optimal resource use.
- Reporting and Metrics: Prepare and present regular reports on service metrics, team performance, and sales achievements.
- Data-Driven Strategy: Use analytics to assess trends, support strategic decisions, and enhance team management.
- Compliance and Standards: Uphold company policies, quality standards, and regulatory requirements.
- Stakeholder Engagement: Act as a primary liaison for internal and external stakeholders, building strong relationships with key clients and partners.
- Training and Development: Design and implement training programs to advance the team's skills and knowledge.
- Process Improvement: Regularly evaluate processes, incorporating team feedback and adopting new tools and methods as needed.
Essential Skills & Experience:
- Demonstrated success in team leadership and account management
- Excellent communication and stakeholder management skills
- Proactive, with a strong drive for continuous improvement and results
- Analytical mindset with experience in data reporting and KPI management
What We Offer:
- Competitive Salary: 35,000 (negotiable DOE)
- Generous Leave: 31 days including public/bank holidays
- Enhanced Parental Leave: Maternity/paternity pay
- Private Healthcare Access: Benefit in Kind
- Growth-Oriented Team Environment
