Head of Account Management

Role Overview

Oversee a team of Account Managers across regional sales hubs. Drive new business growth by supporting customer acquisition and retention, overseeing proposal submissions, ensuring robust initial due diligence, and working closely with operations to deliver a seamless customer journey from sign‑up to facility activation.

Act as the key contact for the direct sales team, strengthen customer relationships, and improve conversion.

Strong leadership and coaching capability, experience implementing processes and frameworks, excellent stakeholder‑management skills, and a target‑driven commercial mindset are essential.

Preferred location: Manchester, but candidates may work from Burton, Sidcup or Glasgow.

Responsibilities

• Allocate workloads and monitor service levels.
• Ensure all Account Management teams meet set standards and quality.
• Work proactively to achieve individual and team performance targets.
• Share best practices and contribute positively to team culture and collaboration.
• Maintain high levels of accuracy and adopt a right‑first‑time approach.
• Work closely with the Direct Sales team leaders to provide exceptional service to customers and brokers.
• Act as a brand ambassador, promoting the company's values and maintaining a positive brand image.
• Engage with customers, brokers and suppliers to provide outstanding support, address proposal‑related enquiries and resolve issues.
• Manage relationships to ensure services provided by internal Credit and Operations functions are utilized effectively.
• Collaborate with other departments to ensure seamless communication and problem‑solving for brokers and customers.
• Monitor customer satisfaction levels and implement strategies to improve overall customer experience.
• Keep accurate records of customer interactions and transactions using internal systems.

Qualifications

• Strong leadership capability – people management, coaching & development, operational execution and change management.
• Excellent interpersonal skills, with the ability to communicate effectively with customers and colleagues at all levels of seniority.
• Experience with process improvements and change – building processes and KPI frameworks.
• Experience handling customer enquiries and resolving issues with a customer‑centric approach.
• Ability to work and thrive in a target‑driven, sales environment.
• Strong attention to detail and a high degree of accuracy.
• Good critical thinking skills with strong numeracy and analytical ability.

Nice to have

• Experience of team leadership in a Financial Services/Sales support environment.
• Familiarity with CRM software and other customer support tools (e.g. Salesforce).
• Good knowledge of Microsoft products.
• Previous knowledge of the Financial Services industry and a similar customer‑facing role.

We support an inclusive and accessible recruitment process

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