Key Accounts Administrator

PURPOSE OF THE ROLE

The Key Accounts Administrator plays a vital role in delivering a world-class customer experience to major national corporate clients. Working within a busy and growing team, the role involves liaising with high-profile customers and franchise partners to ensure seamless service delivery, operational excellence, and consistently high standards of customer care.

This position provides essential office-based administrative support to key national accounts, as well as working within the call-centre to manage customer calls and contributing directly to customer satisfaction, account growth, and service quality.

KEY RESPONSIBILITIES

• Deliver a consistently high standard of customer care within the call centre and for national key account clients.
• Act as a trusted point of contact, handling enquiries, bookings, complaints, and updates professionally and quickly.
• Own customer issues end-to-end and ensure resolutions meet or exceed client expectations.
• Maintain a friendly, responsive, and solutions-focused approach across phone and email communications.
• Maintain accurate records across CRM and customer systems for all jobs, communications, and financial transactions.
• Ensure timely and accurate administration of remittances, payments, statements, and reconciliations.
• Support credit control activity through clear documentation, tracking, and follow-up.
• Use data and reporting to identify trends, risks, or opportunities for service improvement and escalate accordingly.
• Proactively identify recurring issues across processes, customer journeys, or franchise interactions.
• Take ownership of complaints and service failures, focusing on resolution and root cause.
• Communicate clearly with internal teams, franchise partners and customers to remove delays or misunderstandings.
• Suggest practical improvements that simplify processes and enhance the customer experience.

EXPERIENCE/SKILLS/KNOWLEDGE

• Experience in a customer-focused role (essential)
• Strong administrative experience (essential)
• Experience using CRM systems (beneficial)
• Credit control experience (beneficial)
• Computer Literate (Microsoft Office)
• Customer focused mind-set with a professional and friendly telephone manner
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Strong attention to detail and organisational skills

Brand:

DMD UK Drain Doctor