Account Desk Manager Circa £35-45k DOE 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, an exciting opportunity has come up for an experienced Account Desk Manager, who will report to the Chief Revenue Officer, based at our new head office. The Account Desk Manager will be responsible for leading and managing our inbound account desk to ensure the delivery of exceptional customer service and the achievement of sales targets. This role involves overseeing daily operations, optimising team performance, and driving continuous improvement in processes and customer satisfaction. Key Responsibilities: 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 optimise systems and tools to improve efficiency, streamline workflows, and enhance the customer experience. Manage the call center’s budget, including monitoring expenses, and ensuring cost-effective operations. Analyse 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 optimisation. Stakeholder Management: Act as the primary point of contact for internal and external stakeholders regarding the service desk operations. Collaborate with entire 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. Essentials: Minimum of 3 years of experience in a call center or customer service environment, with at least 2 years in a managerial role. Proven track record of managing teams and driving performance in a sales or customer support setting.