Key Account Manager - SEN

Key Account Manager Location: Redhill, Surrey (Hybrid - 1 day per week from home) Job Type: Full-time, Permanent Salary: £35,000 - £40,000 + commission About the Company Hays is working in partnership with a rapidly growing, purpose-driven organisation that delivers specialist education support services to learners across the UK, including those with additional needs. The business places strong emphasis onquality, impact, and relationships, with a service model built around highly skilled professionals and a commitment to improving outcomes for young people. Due to continued expansion, our client is seeking multiple Key Account Managers to play a pivotal role in managing and growing key client relationships while ensuring consistent, high-quality service delivery. The Role This is a hands-on, target-driven opportunity suited to someone who thrives in a fast-paced environment and enjoys managing both relationships and operational delivery. You will take ownership of key client accounts, ensuring that service demand is met efficiently while maintaining excellent stakeholder engagement. The role requires a proactive, "always-on" approach - monitoring account performance daily, responding quickly to client needs, and ensuring any gaps in service are addressed before they impact delivery. Key Responsibilities Own and Develop Key Accounts: Act as the main point of contact for a portfolio of clients, building strong, long-term relationships and ensuring their needs are met to a high standard. Proactive Account Management: Maintain daily visibility of account activity, including demand, service delivery and coverage across subject areas and regions, taking swift action to resolve shortfalls. Service Delivery Oversight: Work closely with internal teams to ensure the efficient matching of resources to client requirements, maintaining consistent quality and responsiveness. Performance Monitoring: Track and analyse key performance metrics such as response times, conversion rates, lead times, and retention, using data to inform decision-making and drive continuous improvement. Pipeline & Coverage Management: Ensure sufficient pipeline strength to meet current and future demand, identifying gaps early and working collaboratively to close them. Client Engagement & Retention: Build strong early relationships, regularly check in with clients to measure satisfaction (e.g. NPS), and implement strategies to improve retention and long-term engagement. Operational Coordination: Support onboarding, compliance and readiness processes to ensure service delivery remains seamless and aligned with required standards. CRM & Reporting: Maintain accurate and up-to-date CRM records and produce regular reports on account health, pipeline coverage and performance against KPIs. About You To succeed inthis role, you will bring: At least 1-2 years' experience in account management, client services, recruitment, or a high-volume, service-led environment. A track record of taking initiative, managing pipelines and responding quickly to changing demands. Confident communicator with a professional and personable approach, able to build trust with clients and stakeholders. Comfortable working to KPIs and SLAs, with the ability to interpret data and use insights to improve performance. Strong administrative discipline and commitment to maintaining accurate CRM data. Able to identify issues early and implement effective, timely solutions. Works effectively across teams to ensure a joined-up, high-quality service. Desirable (but not essential) Experience within education, training, healthcare, or another regulated or safeguarding-led sector Background in environments requiring compliance, onboarding, or high-volume coordination What You'll Receive Competitive salary with commission structure 25 days' annual leave plus bank holidays Pension scheme and employee wellbeing support Hybrid working (1 day from home per week) Clear progression pathway into senior or leadership roles as the organisation scales The opportunity to contribute to a mission-driven organisation making a measurable difference Additional Information The successful applicant will be required to complete pre-employment checks in line with company policy. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this role, you accept the terms of business and privacy policy.