Administrative Support

• Maintain accurate and up-to-date client records, including managing, reviewing, and closing service tickets.
• Source and specify IT hardware and software, negotiating the best prices and terms.
• Handle bookings, account documentation, and general administrative tasks efficiently.

Problem Solving & Client Advocacy

• Act as a trusted advisor to clients, guiding them toward solutions that address their challenges.
• Proactively manage complaints and escalations, working collaboratively with Relationship Managers, SLT and other internal teams to resolve issues efficiently.
• Track escalations to resolution and follow up to ensure client satisfaction.

Additional responsibilities of the Team Lead

Team Leadership & Management

• Act as the first point of management for members of the IAM team.
• Provide clear day-to-day direction, guidance and support.
• Maintain oversight of team workloads and priorities, ensuring client requirements are progressed.
• Support the team in managing key client relationships, issues and escalations.
• Work closely with Relationship Managers and operational teams to maintain a consistent client experience.
• Set and maintain clear expectations around ownership, communication, client service and quality.
• Address day-to-day performance or conduct concerns, escalating formal HR matters where required.
• Provide regular coaching, feedback and support to develop individual and team capability.
• Support the onboarding and development of new team members.
• Lead regular team meetings to review priorities, challenges and performance.
• Promote shared knowledge, responsibility and collaboration across the team.

Quality & Continuous Improvement

• Ensure consistent standards of client service, communication, CRM management and administration.
• Ensure opportunities, renewals and client requests are progressed in line with business expectations.
• Identify risks to client satisfaction and take proactive action to address them.
• Review team activity where appropriate, providing feedback and addressing areas for improvement.
• Identify recurring issues, inefficiencies and gaps in working practices and implement improvements.
• Maintain and improve IAM processes and procedures.
• Encourage quieter periods to be used proactively for client activity, training, administration and improvement.
• Provide management with appropriate visibility of team performance, workload, client risks and challenges.

Experience & Skills Required

Experience

• Proven experience in business-to-business account management or customer-facing roles.
• Experience in team leadership, supervision, coaching or supporting colleagues is desirable.
• Familiarity with IT products, services and the technology landscape is preferred but not essential.

Skills

• Leadership: Ability to provide clear direction, guidance and accountability while remaining an active member of the team.
• Positive Team Environment: Ability to foster and maintain a positive, constructive and supportive working environment that encourages collaboration, open communication, shared responsibility and mutual respect.
• Organisational Skills: Detail-focused, with the ability to effectively manage multiple tasks, priorities and team workloads.
• Independent Decision Making: Utilise available tools, information, teams and resources to make informed decisions and demonstrate initiative.
• Communication Skills: Excellent verbal and written communication abilities to engage with clients, stakeholders and internal teams.
• Coaching & Development: Ability to provide constructive feedback, share knowledge and support the development of others.
• Analytical Skills: Ability to assess client feedback, requests, opportunities and team activity to provide actionable insights.
• Customer Service: A solution-oriented mindset and commitment to providing exceptional service.
• Commercial Awareness: Ability to recognise and progress opportunities that support client value and business growth.

Additional Requirements

• Valid driving licence.

Key Success Metrics

A successful Internal Account Manager (IAM) & Team Lead should enable Relationship Managers to feel confident that their clients are being carefully looked after, with clear communication and seamless support. They should also create a capable, accountable and consistent IAM team, providing effective day-to-day leadership while helping individual team members develop greater ownership and independence. The Internal Account Manager (IAM) & Team Lead will be able to demonstrate:

• Improved client satisfaction.
• Quality and promptness of administrative tasks, including CRM updates and ticket management.
• Clear ownership and accountability across the IAM team.
• Effective management of team workloads and priorities.
• Consistent standards of client service and communication.
• Increasing confidence, capability and independence within the team.
• Proactive identification and resolution of client risks and escalations.
• Effective collaboration with Relationship Managers and operational teams.
• Meaningful improvements to IAM processes and ways of working.
• Appropriate management visibility of team performance, workload and client issues.

Benefits

• 33 days of annual leave (including bank holidays), rising by one day per year of service up to 40 days.
• Access to on-demand IT courses, practice tests and virtual labs.
• Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family.
• ‘Cycle to Work’ scheme.
• Access to vendor pricing for personal IT hardware and software purchases.
• Access to Microsoft Workplace Discount Program – Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions.
• Central office location – a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars.
• Regular social and team-building events.
• ‘Refer a friend’ recruitment bonus scheme.