Customer Support Team Leader & Account Manager

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.

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.

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.

• 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.

• 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.

• 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.

• 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.

• Experience with in the fastener, engineering, or industrial sector.
• Financial awareness including budgeting and margin management.

• 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.

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.

• Competitive Salary
• Performance Bonus Scheme
• 5% Employee / 5% Employer Pension Contributions
• 24 Days Holiday + Bank Holidays
• Birthday Leave
• Health Cash Plan Long Service Awards