Key Accounts ManagerAbout Glotech Repairs
Glotech Repairs is one of the leading appliance repair specialists in the UK. As a family-run business with over 40 years of experience, we’ve built our reputation by doing things properly — investing in great people, delivering reliable service, and continuously improving the way we operate.
We work with customers and organisations across the UK, including private households, letting agents, housing associations, manufacturers, retailers and insurance providers.
Our Key Accounts team sits at the centre of many of those relationships, making sure our clients receive the service they expect and that repairs progress efficiently from instruction through to completion.
We’re now looking for a Key Accounts Manager to take ownership of that function.
The Role
This is a hands-on management role with responsibility for both our key client relationships and the team supporting them.
You’ll oversee the day-to-day performance of our key accounts, making sure contractual requirements, service levels and client expectations are being met while supporting your team to resolve issues and keep work moving.
You’ll become a key point of contact for our clients, building strong relationships, understanding what matters to them and identifying problems before they become escalations.
At the same time, you’ll be looking internally at how we work, using data, feedback and your own judgement to improve processes, remove bottlenecks and make the service better for both our clients and our team.
This isn't a role where you'll simply maintain a portfolio of accounts.
We’re looking for someone who will take ownership of the department, understand its performance and actively look for ways to improve it.
Typical responsibilities will include:
- Managing and supporting the Key Accounts team, setting clear expectations and ensuring workloads are managed effectively
- Taking overall ownership of the service delivered to our key clients
- Building strong, professional relationships with client contacts and becoming a trusted point of escalation
- Monitoring client SLAs, KPIs and contractual requirements, identifying areas requiring attention before they become problems
- Reviewing outstanding jobs and ensuring actions are followed through to completion
- Managing escalations and resolving more complex client or operational issues
- Holding regular client review meetings and providing clear updates on performance
- Producing and analysing account performance reports
- Identifying trends, recurring issues and opportunities for service improvement
- Working closely with Operations, Engineers, Customer Service, Finance and other departments to resolve issues affecting client performance
- Ensuring client portals, internal systems and account information are maintained accurately
- Supporting the implementation and onboarding of new contracts and clients
- Reviewing internal processes and introducing improvements that make the department more efficient
- Supporting the development, retention and growth of existing client relationships
- Identifying opportunities where we could provide additional services or improve the value we deliver to clients
- Ensuring both the team and wider business understand individual client requirements
The Kind of Person Who Thrives Here
We’re looking for someone who naturally takes responsibility.
You don't need someone to tell you every individual task that needs doing. If something isn't working, you'll want to understand why, decide what needs to happen next and make sure it gets resolved.
You’ll likely do well in this role if you:
- Are naturally organised and able to keep track of multiple priorities
- Enjoy driving growth and ensuring exceptional service delivery.
- Take ownership of problems rather than simply passing them elsewhere
- Are confident managing people and holding others accountable when necessary
- Can build strong relationships with clients while still having difficult conversations when required
- Communicate clearly and professionally, both verbally and in writing
- Stay calm when dealing with escalations or competing priorities
- Are comfortable working with KPIs, reports and performance data
- Can look beyond an individual problem and recognise patterns or wider process issues
- Enjoy improving how things work rather than accepting “that’s how we’ve always done it”
- Can balance the needs of the client with what is operationally realistic for the business
- Are confident making decisions without needing constant direction
- Understand that good account management is as much about preventing problems as resolving them
- Take pride in developing the people within your team
Previous experience in account management, client services, operations or team management would be beneficial.
Experience managing large B2B, housing, insurance, property, repair or service-based accounts would be particularly useful, but knowledge of the appliance repair industry isn't essential.
We can teach you our systems and our industry.
What matters more is your ability to lead people, manage relationships, understand performance and get things done.
What Success Looks Like
You'll know you're succeeding when:
- Our clients know they can rely on you and your team
- Issues are identified and resolved before they become repeated escalations
- Client SLAs and KPIs are understood, monitored and actively managed
- Your team knows what is expected of them and takes ownership of their work
- Outstanding jobs don't disappear into a queue without somebody taking responsibility
- Client feedback is turned into practical improvements
- Senior management has a clear picture of how our key accounts are performing
- Our strongest client relationships become stronger
What You’ll Get
- Competitive salary
- 28 days paid holiday including public holidays
- Company pension
- Opportunities to develop and progress within the business
- A role where you can genuinely influence how the department operates
- A supportive environment where ideas and improvements are encouraged
- Company events and team activities
- Employee discount
- Casual dress
- Free on-site parking
The role is based at our Chippenham, Wiltshire office.
This is a full-time, permanent position.
A Quick Note Before Applying
We're looking for more than someone who can maintain client relationships.
We're looking for somebody who can own them.
Someone who notices when something isn't working, asks the right questions, gets to the root of the problem and follows it through.
When applying, please include a short paragraph answering:
“Tell us about a time you identified a problem affecting a client or team and took ownership of improving it.”
If you're looking for a management role where you'll be trusted to make decisions, improve how things work and build long-term relationships with some of our most important clients, we'd love to hear from you.
Apply today.
Pay: £28,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Health & wellbeing programme
- On-site parking
Work Location: In person
