Head of Customer Accounts

and high-quality experience for all clients.

• Customer Journey Management
  • Oversee the full customer lifecycle from onboarding through to ongoing support
  • Ensure a seamless and high-quality customer experience
  • Identify opportunities to improve customer touchpoints and engagement
  • Monitor customer interactions and satisfaction levels
• Customer Account Management
  • Lead the management of all customer accounts
  • Ensure key clients receive proactive and personalised service
  • Act as the escalation point for complex customer issues
  • Resolve customer concerns quickly and professionally
• Retention and Growth
  • Develop and implement customer retention strategies
  • Identify opportunities for account growth and expansion
  • Analyse customer data to identify trends and potential churn risks
  • Support upselling and cross‑selling opportunities
• Team Leadership
  • Lead and manage the customer account management team
  • Set clear goals and performance targets
  • Conduct regular performance reviews and coaching sessions
  • Improve service delivery and team performance
• Cross‑Department Collaboration
  • Work closely with Sales, Marketing and Product teams
  • Ensure the customer experience is consistent across departments
  • Collaborate with Finance and Legal teams to ensure compliance and accurate billing
• KPIs and Reporting
  • Define and track customer performance metrics
  • Monitor retention, satisfaction and account growth
  • Provide regular reports to senior leadership
  • Identify operational improvements
• Continuous Improvement
  • Implement best practices in customer account management
  • Improve customer engagement and service processes
  • Stay up to date with industry trends and innovations

• Minimum 5 years experience in Customer Account Management or Operations leadership
• Minimum 5 years management experience
• Minimum 3 years supervisory experience
• Strong leadership and team management skills
• Excellent problem‑solving abilities
• Data‑driven decision making skills
• Strong organisational and communication skills
• Experience managing customer accounts and retention strategies
• Ability to lead and motivate teams

• Competitive salary £75,000 + commission structure
• Company pension
• Sponsored training and development
• Modern office environment
• Company equipment provided
• Free on‑site parking
• Health and wellbeing programme
• Company events

offers an exciting and supportive environment. Relight your passion for wanting to get up every day and make a difference. Join a team that is shaping the future of the trade and construction industry.

• Collaborative and supportive team culture
• Strong opportunities for career growth
• Forward‑thinking and innovative company
• Ongoing training and development
• Competitive benefits package
• Commitment to diversity and inclusion
• Modern working environment
• Meaningful and impactful work
• The Role - Head of Customer Accounts Reporting to:
  Chief Executive Officer (CEO)
• The Head of Customer Accounts is responsible for overseeing and enhancing the entire customer journey, from onboarding through to retention and account growth.
• This senior leadership role focuses on customer satisfaction, account performance, and long‑term client relationships.
• The successful candidate will lead the customer account management and support teams while ensuring a seamless