PURPOSE OF THE ROLE
The Key Accounts Administrator plays a vital role in delivering a world-class customer experience to major national corporate clients. Working within a busy and growing team, the role involves liaising with high-profile customers and franchise partners to ensure seamless service delivery, operational excellence, and consistently high standards of customer care.
This position provides essential office-based administrative support to key national accounts, as well as working within the call-centre to manage customer calls and contributing directly to customer satisfaction, account growth, and service quality.
KEY RESPONSIBILITIES
- Deliver a consistently high standard of customer care within the call centre and for national key account clients.
- Act as a trusted point of contact, handling enquiries, bookings, complaints, and updates professionally and quickly.
- Own customer issues end-to-end and ensure resolutions meet or exceed client expectations.
- Maintain a friendly, responsive, and solutions-focused approach across phone and email communications.
- Maintain accurate records across CRM and customer systems for all jobs, communications, and financial transactions.
- Ensure timely and accurate administration of remittances, payments, statements, and reconciliations.
- Support credit control activity through clear documentation, tracking, and follow-up.
- Use data and reporting to identify trends, risks, or opportunities for service improvement and escalate accordingly.
- Proactively identify recurring issues across processes, customer journeys, or franchise interactions.
- Take ownership of complaints and service failures, focusing on resolution and root cause.
- Communicate clearly with internal teams, franchise partners and customers to remove delays or misunderstandings.
- Suggest practical improvements that simplify processes and enhance the customer experience.
EXPERIENCE/SKILLS/KNOWLEDGE
EXPERIENCE:
· Experience in a customer-focused role (essential)
· Strong administrative experience (essential)
· Experience using CRM systems (beneficial)
· Credit control experience (beneficial)
SKILLS / KNOWLEDGE:
· Computer Literate (Microsoft Office)
· Customer focused mind-set with a professional and friendly telephone manner
· Ability to manage multiple tasks and priorities in a fast-paced environment
· Strong attention to detail and organisational skills
Pay: £26,500.00-£27,500.00 per year
Benefits:
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Free parking
- Life insurance
- On-site parking
- Referral programme
Work Location: In person
