Team Leader - Key Accounts

Johnson Controls, Inc.; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in the customer service sector is seeking a Customer Service Team Leader to drive performance and deliver exceptional service in a dynamic environment. The ideal candidate has experience in managing high-value accounts, resolving complaints, and motivating teams. Competitive salary and extensive benefits package offered.

Benefits

25 days holiday + Bank Holidays

Comprehensive benefits package including pension

Employee assistance program

Career development opportunities

Qualifications

• Experience managing high-value or strategic customer accounts.
• Proven track record in delivering exceptional customer experience.
• Confidence using CRM systems or sales databases.

Responsibilities

• Manage and grow relationships with high-value, strategic customers.
• Lead, engage, and motivate your team to deliver exceptional customer experiences.
• Drive performance through coaching, data analysis, and CRM tools.

Skills

Customer experience

Complaint resolution

Performance management

Multitasking

Coaching

Problem-solving

Education

Recognised coaching or development qualification (e.g., CIPD, CPD)

Tools

CRM systems

Job description

What you will do

Join our Customer Service leadership team in a fast-paced, target-driven environment where you'll lead a high-performing team to deliver exceptional service and meet key KPIs. You’ll play a critical role in managing high-value, strategic customer relationships, ensuring their experience is consistently outstanding.

This role is ideal for someone with a strong background in complaint resolution, customer experience, and performance management. You’ll be responsible for driving service excellence, motivating your team to meet and exceed targets, and supporting cross-functional collaboration. Strong multitasking and prioritisation skills are essential, as is the ability to lead by example and foster a culture of continuous improvement.

What we offer

• Competitive salary

• 25 days holiday + Bank Holidays and sick pay

• Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products

• Extensive product and on the job/cross training opportunities with outstanding resources available

• Encouraging and collaborative team environment

• Career development through various career ladders

How you will do it

• Manage and grow relationships with high-value, strategic customers

• Lead, engage, and motivate your team to deliver exceptional customer experiences and meet service KPIs

• Drive performance through coaching, data analysis, and CRM tools

• Resolve customer complaints effectively and professionally, ensuring long-term satisfaction

• Balance multiple priorities and deadlines in a dynamic, fast-paced environment

• Promote a high-performance culture focused on continuous improvement and accountability

What we look for

Required

• Experience managing high-value or strategic customer accounts

• Proven track record in delivering exceptional customer experience

• Strong background in meeting KPIs and driving team performance

• Excellent complaint resolution and problem-solving skills

• Ability to multitask and prioritise in a high-pressure environment

• Experience in a contact centre, logistics dispatch, inside sales, or field-based setting

• Confidence using CRM systems or sales databases

• Strong communication and coaching skills

Preferred

• Recognised coaching or development qualification (e.g., CIPD, CPD)

• Experience with LEAN Six Sigma Greenbelt or similar methodologies

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