Key Accounts Administrator

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 Neighbourly is a local network of home service brands that will connect you to very specific vetted local experts. Our family of service professionals work with rigorous quality standards to repair, maintain, and enhance your home. Neighbourly’s Family of Home Service Brands: Dream Doors Countrywide Grounds Maintenance Bright & Beautiful Drain Doctor, Pimlico Greensleeves