Safer Group are a young, dynamic, well established and rapidly growing technology focused security business, with strong capabilities in the development and deployment of security systems for temporary and remote sites. We work with some of the biggest names in construction, rail and civil engineering to secure their flagship projects from start to finish. Due to our continued expansion, a n exciting opportunity has come up for a n experienced Account Desk Manager (ADM). The ADM will be responsible for leading and managing the inbound account desk to ensure the delivery of exceptional customer service and the achievement of sales targets. This role involves overseeing daily operations, optimizing team performance, and driving continuous improvement in processes and customer satisfaction Key Responsibilities include but are not limited to : Team Leadership & Management: Lead, coach, and mentor a team of service desk account managers, fostering a positive and high-performance culture. Set clear performance expectations and conduct regular evaluations, providing feedback and development opportunities to enhance team skills. Manage workforce planning, including scheduling, shift management, and resource allocation to ensure optimal coverage and efficiency. Customer Service Excellence: Ensure the team delivers a consistently high standard of customer service, responding promptly and professionally to all customer inquiries. Monitor and manage key performance indicators (KPIs) related to customer satisfaction, call handling times, first-call resolution, and other service metrics. Handle escalated customer issues, providing resolution and ensuring a positive outcome for the customer. Drive the account management team to meet and exceed sales targets, implementing strategies to increase conversion rates and upsell opportunities. Collaborate with the marketing and sales departments to develop and execute campaigns that support sales objectives. Operational Efficiency: Oversee the daily operations of the service desk, ensuring processes are followed and service levels are maintained. Implement and optimize systems and tools to improve efficiency, streamline workflows, and enhance the customer experience. Manage the department budget, including monitoring expenses, and ensuring cost-effective operations. Analyze sales data to identify trends, opportunities, and areas for improvement, and implement action plans to address them. Reporting & Analytics: Prepare and present regular reports on team performance, customer service metrics, and sales achievements to Chief Revenue Officer. Use data analytics to track trends, assess performance, and inform decision-making regarding team management and process optimization. Ensure accurate and timely documentation of customer interactions, sales activities, and any other relevant information. Stakeholder Management: Act as the primary point of contact for internal and external stakeholders regarding the service desk operations. Collaborate with widder Sales team and other departments, such as BDM’s, Strategic Account Directors, HR, and Marketing, to support cross-functional initiatives and resolve any operational challenges. Build and maintain strong relationships with key clients and partners to ensure ongoing satisfaction and loyalty. Compliance & Quality Assurance: Ensure all account desk activities comply with company policies, industry regulations, and legal requirements. Implement quality assurance processes to monitor and maintain high standards of service delivery. Conduct regular audits and reviews to ensure adherence to protocols and identify areas for improvement Process Improvement & Innovation: Continuously assess and improve processes, policies, and procedures to enhance service quality and operational efficiency. Lead initiatives to implement new technologies, tools, or methodologies that improve customer interactions and team performance. Foster a culture of continuous improvement, encouraging the team to contribute ideas and feedback for service enhancements. Training & Development: In conjunction with the L&D Manager, develop and deliver training programs to enhance the skills and knowledge of the service desk team. Stay up to date with industry best practices and trends, incorporating relevant learning into the team’s development plans. Encourage continuous learning and professional development among team members. Essential Skills and Experience: Strong communications and engagement skills. A team player – enjoy being part of a team, knowing the part you play in a team’s success. Action-orientated and able to adapt to rapidly changing business requirements. Proactive approach to work and generating ideas - challenging the status quo suggest new ideas/processes of working. In return we offer: A competitive salary 31 days leave (includes public/bank holidays), Death in Service Scheme (5 x basic salary) Employee Assistant Programme Enhanced Maternity/Paternity Pay Access to a Private Health Care Scheme (Benefit in Kind) An engaging office environment An ambitious team to work with Please Note – The successful candidate will be required to go through our security screening process to the relevant BS7858 standard, which must be completed within 12 weeks of the start date. You must be able to provide right to work information such as Passport/Visa, Birth Certificate, Bank Statement/Utility Bill (dated within 3 months of interview) and Drivers Licence (if applicable).