About this role
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