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Corporate Account Team Leader United Kingdom,  

DCC Vital (company)


Posted on : 20 June 2017

Project Description

 
Job Title:                             Corporate Account Team Leader
              
Department:                      Corporate Development                             
 
Reports to:                         Head of Multichannel Sales
 
Purpose

To effectively lead and manage a team of Corporate Account Administrators to deliver on agreed sales budgets through a combination of face-to-face, email, inbound and outbound activity to our growing group of corporate customers.
 
Overview

The holder of this position is responsible for the day-to-day management of a team of Corporate Account Administrators.  They ensure that our corporate customers are managed professionally in order to deliver against agreed sales budgets.
 
The Corporate Account Team Leader works closely with the Corporate Account Management team and the wider business to ensure that customer requirements are gathered, recorded and shared with the rest of the team.  They report on progress against planned deliverables and investigate any deviances to expected performance using a combination of existing and newly generated reports and IT systems.
 
The Corporate Account Team Leader undertakes monthly one-to-ones with their team along with bi-annual appraisals. They manage their team’s performance and quality levels via a combination of live listening and call recording.  The information gathered is used to form the basis of mentoring and training plans to ensure ongoing improvements are made and that any performance issues are managed in line with company processes.
 
Responsibilities
  • Providing exceptional customer service level by acting as the main point of contact for our Corporate customers
  • Collating, presenting and sharing information in an efficient, timely and professional manner
  • Working closely with our team of field-based Corporate Account Managers to ensure that new customers are on-boarded effectively and that customer-specific requirements are gathered, recorded and shared effectively
  • Proactively managing relationships with corporate customers using a range of inbound, outbound, email and written communication to ensure that business opportunities are identified and then subsequently maximised
  • Establishing effective relationships across all departments to ensure maximum business opportunities are identified and progressed
  • Managing customer requests, issues and escalations to ensure that causes are understood and where possible rectified
  • Conducting monthly one-to-ones and bi-annual appraisals with the team
  • Ensuring that the team comply with company policies including by undertaking return-to-work interviews following absences
  • Monitoring and tracking orders, identifying back orders and working across teams to identify suitable alternatives
  • Conducting weekly quote follow ups and organising non-trader and courtesy calls
  • Monitoring customer trading data to determine and address gaps in order frequency
  • Attending field sales visits and road shows with National Corporate Account Managers as required in order to strengthen customer relationships
  • Preparing for and attending regular Corporate Account Team meetings both on- and off-site and ensuring that actions are undertaken and information shared as appropriate across the team
  • Planning, organise and prioritising own and team members’ workloads
  • Preparation of monthly bonus payments for the team using agreed measurements including delivery against budget and QA data
Experience
  • A strong sales and customer service background, ideally 3 years + in a similar role
  • At least two years’ experience of managing complex and challenging teams

Locations

South Wales

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