National Account Team Leader

TN United Kingdom; Gateshead; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a National Accounts Team Leader to oversee a dynamic team in their Gateshead or London office. This role is pivotal in delivering exceptional customer service to over 30 national account clients. You will prioritize workloads, monitor performance metrics, and ensure the accuracy of commercial activities while fostering a positive team environment. Join a rapidly growing specialist FM provider where your leadership will contribute to shared success and numerous opportunities for professional growth.

Benefits

Employee ownership

Two paid volunteering days

Over 250 perks and discounts

Training and development opportunities

Mental Health First Aiders support

Recognition programs and awards

Qualifications

• Experience managing a team and delivering excellent customer service.
• Strong organizational skills and ability to meet deadlines.

Responsibilities

• Supervise a team of 8 Administrators and manage customer interactions.
• Monitor KPIs/SLA’s and ensure timely completion of reports.

Skills

Customer Service

Team Management

Time Management

Microsoft Office

Problem Solving

Organizational Skills

Multitasking

Tools

CRM Software

Job description

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National Accounts Team Leader – Gateshead or London

We are seeking a National Accounts Team Leader in our Gateshead or London office to supervise a team of 8 Administrators. The role involves delivering service excellence to both internal and external customers. The team acts as the principal point of contact between Churchill and our 30+ national account clients, providing first-line Customer Services support.

Key questions: Do you have experience managing a team of administrators? Are you skilled in administration and thrive in a fast-paced environment? Are you organized, deadline-oriented, and proficient in Excel?

As a National Accounts Team Leader, you will:

• Prioritize the workload of the National Accounts team, managing high volumes of customer interactions.
• Monitor internal and external KPIs/SLA’s, ensuring targets are met while minimizing risks and penalties.
• Ensure timely and accurate completion and distribution of reports.
• Supervise responses to client quotes, queries, and instructions, ensuring they are aligned with contractual agreements and are commercially viable.
• Identify escalations and resolve disputes professionally, with support from the CSM.
• Ensure the accuracy and profitability of HelpPoint’s commercial activities.

Requirements:

• A passion for Customer Service, with excellent verbal and written communication skills and attention to detail.
• Previous experience managing a team.
• Strong organizational skills, effective time management, and ability to multitask.
• Ability to meet tight deadlines and achieve client SLAs and internal targets.
• A positive, proactive approach to problem-solving, initiative, and independence.
• Ability to understand operational and client needs.
• Proficiency in Microsoft Office and familiarity with management and CRM software.

What we offer:

Join one of the UK's fastest-growing specialist FM providers. As our teams expand, so do your opportunities.

The benefits:

• Employee ownership, sharing in our future success.
• Two paid volunteering days annually.
• Over 250 perks, discounts, and exclusive deals.
• Training, development, and apprenticeship opportunities.
• Support from our Mosaic committee & Mental Health First Aiders on Wellbeing, Diversity & Inclusion.
• Recognition programs and annual awards to celebrate our stars.

Diversity, Equity, and Inclusion:

Churchill is committed to being an inclusive, equal opportunity employer, attracting and retaining diverse talent. We ensure fair treatment, respect, and dignity for all candidates.

Reasonable adjustments:

Please inform us of any adjustments needed during the recruitment process. We are happy to support you.