Customer Support Team Leader & Account Manager
Sherwood Business Park, Nottingham
Competitive Salary + Bonus + Benefits
Lead People. Drive Customer Excellence. Grow Key Accounts.
Staytite Group is looking for a Customer Support Team Leader & Account Manager to lead our Customer Support Executive team while managing a portfolio of strategic customer accounts. This is a fantastic opportunity to join a well-established, family-owned business where you can make a real impact on both customer experience and business growth.
About Staytite Group
Established in 1978, Staytite has built a strong reputation as a specialist in industrial fastening solutions. Operating from locations in High Wycombe and Nottingham, with international distribution hubs in Dubai and Shanghai, we support customers across a wide range of global markets.
As part of the wider Staytite Group, we are committed to creating long-term partnerships, delivering exceptional service, and investing in our people.
The Opportunity
This is a hybrid leadership role combining team management (70%) and account management (30%).
You'll lead and develop our Customer Support Executive team, driving performance, service excellence, and continuous improvement, while also managing key customer relationships to support retention, growth, and profitability.
What You'll Be Doing
Team Leadership & Operational Excellence
Lead, motivate and develop a high-performing Customer Support team.
Conduct regular one-to-ones, performance reviews and development plans.
Coach and mentor team members to maximise engagement and performance.
Manage workloads, priorities and resources to ensure service targets are achieved.
Monitor KPIs and implement improvement initiatives.
Identify training and development opportunities.
Handle performance, attendance and employee relations matters.
Act as the escalation point for complex customer issues.
Review and improve processes, SOPs and operational efficiency.
Collaborate with Sales, Purchasing and Operations teams to deliver an outstanding customer experience.
Customer Experience
Ensure customer enquiries, quotations and orders are handled efficiently and professionally.
Champion a customer-first culture across the business.
Monitor customer feedback and implement service improvements.
Maintain consistently high service standards across all customer touchpoints.
Account Management & Commercial Growth
Manage a portfolio of strategic customer accounts.
Build strong, long-term customer relationships.
Identify opportunities for account growth, increased revenue and margin improvement.
Conduct customer reviews and business meetings.
Support forecasting, reporting and commercial planning.
Deliver solutions that meet customer needs while supporting business objectives.
What We're Looking For
Essential
Minimum 5 years' experience in account management, sales, senior customer service, or a similar customer-facing role.
Proven experience leading or managing a team.
Strong commercial awareness and experience supporting business growth.
Excellent communication and relationship-building skills.
Experience using CRM systems and Microsoft Office.
Ability to analyse data, identify trends and make informed decisions.
Strong organisational skills with the ability to manage multiple priorities.
Desirable
Experience within the fastener, engineering, or industrial sector.
Financial awareness including budgeting and margin management.
Personal Qualities
Customer-focused and commercially driven.
Inspiring and collaborative leader.
Highly accountable and results oriented.
Resilient, adaptable, and proactive.
Continuous improvement mindset with strong problem-solving skills.
Why Join Staytite?
This is a unique opportunity to join a growing business where you'll have the autonomy to shape customer support performance, develop people, and build lasting customer relationships.
You'll be part of a company that values expertise, teamwork, continuous improvement and long-term success.
Benefits
Competitive Salary
Performance Bonus Scheme
5% Employee / 5% Employer Pension Contributions
24 Days Holiday + Bank Holidays
Birthday Leave
Health Cash Plan
Long Service Awards
Apply Now
If you're an ambitious customer service leader who enjoys developing people, improving performance and building strong customer relationships, we'd love to hear from you.
Join Staytite Group and help us deliver exceptional service while driving sustainable growth for our customers and our business.
