Key Accounts Lead — Build & Elevate Customer Experience

Centurion; Western Australia; On-site; AUD 90,000 - 120,000; Full time

Job summary

Centurion is seeking a customer-focused leader to head the Key Account Support Officers, driving service excellence for our most strategic customers.

You will balance hands-on team coaching with strategic relationship management, aiming to protect retention and continuously improve service outcomes. Strong data, reporting and collaboration with Account Managers are essential for success.

Qualifications

• Experience leading a customer service/account management or contact centre team.
• Strong customer relationship skills with escalation management.
• Understanding of SLAs and contracted obligations.
• Excellent written and verbal communication across customer and internal audiences.
• Ability to use data and reporting to drive improvements.
• Strong organisational skills for prioritising in a fast-paced environment.

Responsibilities

• Lead, coach and develop a team of Key Account Support Officers, setting clear expectations and growth plans.
• Manage rostering, workload allocation and workforce planning for consistent coverage across contracted hours.
• Conduct regular one-on-ones, performance conversations, probation and development reviews.
• Build a culture of ownership, accountability and proactive service within the team.
• Act as a senior escalation point for key account customers and resolve complex issues with care.
• Maintain governance over SLAs, ticket triage, categorisation and record-keeping.
• Partner with Operations to ensure smooth handoffs on delays and exceptions.
• Prepare and contribute to customer performance reporting and account reviews.
• Analyse service trends and data to identify root causes and opportunities for improvement.

Skills

Team leadership

Customer relationships

SLA management

Communication skills

Data and reporting

Organisational skills

CRM / ticketing platforms

Microsoft 365

Tools

Zoho Desk

CRM software

Microsoft 365

Job description

Centurion is seeking a customer-focused leader to head the Key Account Support Officers, driving service excellence for our most strategic customers.

You will balance hands-on team coaching with strategic relationship management, aiming to protect retention and continuously improve service outcomes. Strong data, reporting and collaboration with Account Managers are essential for success.