Team Lead Account Managers

Role Summary We are seeking a dynamic and results-driven Team Lead Account Manager to lead and develop our Customer Experience (CX) and Umbrella Account Manager teams. In this role, you will be responsible for overseeing daily operations, driving continuous improvement, and ensuring high performance across all customer-facing account management activities. This is an ideal opportunity for a motivated leader who thrives in a fast-paced, customer-centric environment and is passionate about developing people and driving operational excellence. Your day to day The main responsibilities of the role include : Overall responsibility, management, and leadership of day-to-day activities of the CX Account Manager team; Lead, motivate and support the Umbrella Account Managers in completing daily operations activities to achieve consistently positive customer experience and within agreed KPIs; Ensure accurate and timely review of contracts and adherence to deadlines Work with the Division Manager to oversee the ongoing learning, development and career progression of the Umbrella Account Managers; Set clear goals for each member of the team and motivate team members to help them reach those goals, hold regular one-to-one meetings and provide regular ongoing feedback to team members. Identify any performance issues and provide opportunities for improvement; Identify training needs, create individual L&D plans, and support the delivery of training as required for the entire team; Track development, progress and achievements of each team member; Ensure all team members have access to required tools and resources to do their jobs; Maintain team schedules, capacity plans and planning work week ahead of time; Meet assigned OKRs and KPIs on a monthly basis; Play an integral role in understanding the customer journey within Fenero, looking to improve engagement and communications at all points; Manage customer concerns and escalations; Identify, implement and be accountable for opportunities to streamline and improve operations, processes, and customer touchpoints, fostering an environment of continuous improvement on the CX Team; Other ad hoc work as may be needed. Your experience, skills and attributes Minimum 2-5 years experience working in a CX role Great interpersonal skills with outgoing, friendly personality, excellent verbal and written communication skills; Energised by working in a deadline-driven, high volume, customer service environment with daily contact with clients by phone and email; Highly organised individual with ability to prioritise and work calmly in a demanding deadline driven environment; Demonstrates pride in work and passion for maintaining the reputation of our brand; Ability to work well under pressure in a team environment and to collaborate across teams; Progressing Company Culture / Company Contribution - Leads by example in living the company values, getting involved in company activities and actively encourages team members to do the same; Previous experience of the contracting workforce is an advantage; Experience of people management and development is a distinct advantage. Personal Development Actively demonstrates a growth mindset, is intellectually curious, embraces challenges, and failures, and learns from what has gone wrong Take responsibility for own continuing professional development or continuing development Lead and attend team meetings, training and business update meetings as required Discuss your own performance with your Manager and attend regular 1 : 1s and performance appraisal meetings - setting, agreeing and evaluating objectives and key results. Equal Opportunities Fenero is an Equal Opportunity Employer and actively welcomes applicants from all backgrounds. We do not discriminate based on race, age, gender, civil status, family status, disability, sexuality, religion or membership of the Travelling Community. If you have a disability and require accommodations to be made during the recruitment process, please let us know in advance and we would be happy to assist. Health & Safety Ensure a safe work environment and be aware of responsibilities under the Safety, Health and Welfare at Work Act 2005, taking appropriate action in the event of an accident to clients, staff, self or any other person in the workplace. The above list is not exhaustive and other duties may be required of the post holder. This job description will be reviewed in the light of changing circumstances and may be varied in consultation with the job holder and the Company Directors. Skills : Leadership Customer Care Customer Experience Benefits : Work From Home Holiday EAP Group Life Assurance Pension