Customer Support Team Leader & Account Manager

Staytite

Nottingham

Hybrid

GBP 40,000 - 65,000

Full time

14 days+

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Benefits offered by this job

Competitive Salary

Performance Bonus

Pension Contributions 5% Employee / 5%

24 Days Holiday + Bank Holidays

Birthday Leave

Health Cash Plan

Long Service Awards

Job summary

Staytite is recruiting a Customer Support Team Leader & Account Manager based in Nottingham. You will lead the Customer Support Executive team and manage key customer accounts to drive growth, retention and profitability while delivering outstanding service.

The role blends people leadership with strategic account management in a hybrid setting, reporting to the Customer Support leadership team, and contributing to continuous improvement across the business.

Qualifications

Minimum 5 years’ experience in account management or senior customer-facing role.
Proven experience leading or managing a team.
Strong commercial awareness and experience supporting business growth.
Excellent communication and relationship-building skills.
Experience using CRM systems and Microsoft Office.
Ability to analyse data, identify trends and make informed decisions.
Strong organisational skills with the ability to manage multiple priorities.

Responsibilities

Lead and develop the Customer Support Executive team to drive performance and service excellence.
Manage a portfolio of strategic customer accounts and develop strong relationships.
Identify opportunities for account growth, revenue and margin improvement.
Coordinate with Sales, Purchasing and Operations to deliver an outstanding customer experience.
Support forecasting, reporting and commercial planning.
Review processes and SOPs to improve operational efficiency.

Skills

Account management

Team leadership

Commercial awareness

Communication

CRM experience

Data analysis

Organisational skills

Tools

CRM systems

Microsoft Office

Job description

Customer Support Team Leader & Account Manager

Sherwood Business Park, Nottingham

Competitive Salary + Bonus + Benefits

Lead People. Drive Customer Excellence. Grow Key Accounts.

Staytite Group is looking for a Customer Support Team Leader & Account Manager to lead our Customer Support Executive team while managing a portfolio of strategic customer accounts. This is a fantastic opportunity to join a well-established, family‑owned business where you can make a real impact on both customer experience and business growth.

About Staytite Group

Established in 1978, Staytite has built a strong reputation as a specialist in industrial fastening solutions. Operating from locations in High Wycombe and Nottingham, with international distribution hubs in Dubai and Shanghai, we support customers across a wide range of global markets.

As part of the wider Staytite Group, we are committed to creating long‑term partnerships, delivering exceptional service, and investing in our people.

The Opportunity

This is a hybrid leadership role combining team management (70%) and account management (30%).

You’ll lead and develop our Customer Support Executive team, driving performance, service excellence, and continuous improvement, while also managing key customer relationships to support retention, growth, and profitability.

What You’ll Be Doing

Team Leadership & Operational Excellence

Lead, motivate and develop a high‑performing Customer Support team.
Conduct regular one‑to‑ones, performance reviews and development plans.
Coach and mentor team members to maximise engagement and performance.
Manage workloads, priorities and resources to ensure service targets are achieved.
Monitor KPIs and implement improvement initiatives.
Identify training and development opportunities.
Handle performance, attendance and employee relations matters.
Act as the escalation point for complex customer issues.
Review and improve processes, SOPs and operational efficiency.
Collaborate with Sales, Purchasing and Operations teams to deliver an outstanding customer experience.

Customer Experience

Ensure customer enquiries, quotations and orders are handled efficiently and professionally.
Champion a customer‑first culture across the business.
Monitor customer feedback and implement service improvements.
Maintain consistently high service standards across all customer touchpoints.

Account Management & Commercial Growth

Manage a portfolio of strategic customer accounts.
Build strong, long‑term customer relationships.
Identify opportunities for account growth, increased revenue and margin improvement.
Conduct customer reviews and business meetings.
Support forecasting, reporting and commercial planning.
Deliver solutions that meet customer needs while supporting business objectives.

What We’re Looking For

Essential

Minimum 5 years’ experience in account management, sales, senior customer service or a similar customer‑facing role.
Proven experience leading or managing a team.
Strong commercial awareness and experience supporting business growth.
Excellent communication and relationship‑building skills.
Experience using CRM systems and Microsoft Office.
Ability to analyse data, identify trends and make informed decisions.
Strong organisational skills with the ability to manage multiple priorities.

Desirable

Experience within the fastener, engineering, or industrial sector.
Financial awareness including budgeting and margin management.

Personal Qualities

Customer‑focused and commercially driven.
Inspiring and collaborative leader.
Highly accountable and results oriented.
Resilient, adaptable, and proactive.
Continuous improvement mindset with strong problem‑solving skills.

Why Join Staytite?

This is a unique opportunity to join a growing business where you’ll have the autonomy to shape customer support performance, develop people, and build lasting customer relationships.

You’ll be part of a company that values expertise, teamwork, continuous improvement and long‑term success.

Benefits