Job Opportunity: Key Account Manager
Location: Head Office, Houghton-le-Spring
Position Type: Permanent
Salary: Up to £40,000DOE
About Us
At Direct Global, we believe in building strong relationships, delivering high-quality solutions, and enjoying the work we do. As a recognised leader in the UK energy sector, we’re known for our data-driven innovation, commitment to excellence, and collaborative team culture that supports both personal and professional growth.
The Role
As a Key Account Manager, you will play a key role in managing and strengthening relationships with some of our most important clients, whilst taking ownership of customer complaints and ensuring they are resolved efficiently and professionally.
You will act as a trusted point of contact for key clients, building strong relationships, understanding their needs, and ensuring issues are managed from initial contact through to resolution. You will work closely with internal teams, suppliers and external stakeholders to investigate concerns, identify solutions and deliver a consistently high level of service.
This is a role that requires excellent communication, strong commercial awareness, attention to detail and the confidence to take ownership of difficult situations and make decisions on behalf of the business.
Key Responsibilities
· Manage and develop strong, professional relationships with key clients, acting as a dedicated point of contact for queries, concerns and escalations.
· Supporting the Customer Services Team with complex queries & complaints.
· Proactively contacting existing customers to identify and potential challenges or future opportunities to support.
· Take full ownership of client complaints from initial receipt through to investigation, resolution and closure.
· Investigate complaints thoroughly, identifying the root cause and working with relevant teams and suppliers to establish appropriate solutions.
· Communicate clearly and professionally with clients throughout the complaint process, ensuring expectations are managed effectively.
· Handle challenging and sensitive conversations confidently, professionally and with a solution-focused approach.
· Work closely with suppliers and internal departments to resolve complex client issues and prevent repeat complaints.
· Maintain accurate and comprehensive records of client interactions, complaints, investigations and resolutions.
· Monitor outstanding complaints and actions, ensuring all issues are progressed and resolved within agreed timescales.
· Identify recurring issues and trends, providing feedback and recommendations to improve processes and customer experience.
· Proactively engage with key accounts to understand their requirements, identify potential issues and strengthen relationships.
· Ensure client accounts and internal systems are kept fully up to date with accurate and relevant information.
· Escalate significant or high-risk complaints appropriately, providing clear information and recommendations to management.
· Work collaboratively with colleagues across the business to ensure a consistent and high-quality client experience.
· Prioritise workloads effectively, managing multiple accounts, complaints and deadlines simultaneously.
· Support ad-hoc projects and requests as required, demonstrating flexibility and initiative.
· Maintain confidentiality and ensure all client information is handled appropriately and in line with GDPR requirements.
What We’re Looking For
· Previous experience in account management, key account management, complaints handling, customer service or a similar client-facing role.
· Prior experience within the commercial energy sector.
· Excellent verbal and written communication skills, with the confidence to communicate with clients at all levels.
· Proven ability to manage difficult conversations and handle complaints calmly and professionally.
· Strong problem-solving skills and the ability to investigate issues and identify practical solutions.
· A proactive approach, with the confidence to take ownership rather than simply pass issues to others.
· Strong organisational skills and the ability to manage multiple priorities and deadlines.
· Exceptional attention to detail and accuracy.
· Commercial awareness and an understanding of the importance of retaining strong client relationships.
· Ability to make informed and sometimes difficult decisions on behalf of the business.
· Proficiency in Microsoft Office and other computer applications.
· Ability to work independently while also collaborating effectively across different teams.
· Ability to remain calm and professional under pressure.
· A positive, motivated and solutions-focused attitude.
What We Offer
· Early December finish incentive
· Amazing incentives – enjoys trips to music gigs, football, festivals, spa days and much more
· 32 Days Holiday (including bank holidays) – plenty of time to recharge.
· Free Onsite Parking – no stress, no fees.
· Private Medical Insurance – for you and your family.
· Onsite Starbucks – enjoy your favourite brew at work.
· Tusker Car Scheme – access affordable vehicle leasing options.
· Refer-a-Friend Bonus – bring great people and get rewarded.
· Financial Advice – expert support to help you plan your future.
· Casual Dress Code – be comfortable, be yourself.
· Enhanced Maternity & Paternity Leave – support during life’s big moments.
· Monthly Leave Incentive – earn an extra day off every month.
· Loyalty Holidays – up to 3 extra days off just for sticking with us.
If you’re an experienced client-facing professional who enjoys building relationships, solving problems and taking ownership of challenging situations, this could be the perfect opportunity for you.
You’ll have the opportunity to make a genuine impact on client relationships, influence how we manage complaints and contribute to the continued growth and success of Direct Global.
If you’re looking for a role where no two days are the same, where your judgement and communication skills can make a real difference, and where you’ll be trusted to take ownership, we’d love to hear from you.
Pay: Up to £40,000.00 per year
Benefits:
- Casual dress
- On-site parking
Work Location: In person
