Team Leader - Key Accounts

Johnson Controls; Manchester; On-site; GBP 35,000 - 55,000; Full time

Job summary

Johnson Controls recherche un leader pour son équipe de service client à Manchester. Le candidat idéal gérera des relations avec des clients stratégiques, motivera son équipe et obtiendra d'excellents résultats en matière d'expérience client. Ce rôle exige une expertise en résolution de problèmes, performance et compétences en communication. Rejoignez-nous pour évoluer dans un environnement encourageant et collaboratif.

Benefits

25 days holiday + Bank Holidays

Comprehensive benefits package

Career development opportunities

Qualifications

• Expérience dans la gestion d'équipes et de comptes clients stratégiques.
• Aptitudes à résoudre les plaintes et à satisfaire les clients.
• Capacité à travailler sous pression tout en gérant plusieurs priorités.

Responsibilities

• Gérer et développer des relations avec des clients stratégiques.
• Motiver l'équipe à fournir un service client exceptionnel.
• Analyser les données pour améliorer les performances.

Skills

Complaint resolution

Customer experience

Performance management

Multitasking

Problem-solving

Communication

Coaching

Education

Recognised coaching or development qualification

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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