Key Service Accounts Administrator

Converge UK is on a mission to deliver sustainable, innovative IT solutions and we are growing. We are looking for a hands-on, motivated Key Service Accounts Administrator to join our Sales team. If you care about doing meaningful work, enjoy being active, and want to develop your skills in a fast-paced environment, this could be the perfect role for you.

Core Responsibilities

• Carry out daily operational tasks to support the team and wider business.
• Deliver excellent customer service internally and externally.
• Support the movement, processing, or administration of IT equipment and materials.
• Maintain accurate records and use company systems to update information.
• Follow internal procedures, health and safety guidelines, and compliance standards.
• Contribute to continuous improvement and lean working practices.
• Deliver excellent customer service to families supported by Family Fund, handling all enquiries with empathy and professionalism.
• Meet all service level agreements (SLAs) set out in the Family Fund contract, including first contact times, order placement deadlines, and delivery scheduling.
• Maintain accurate and comprehensive records of all interactions, using both internal systems and the Family Fund customer portal.
• Communicate effectively within the Key Service Accounts team and with other internal departments to support smooth contract delivery.
• Prepare and assist with data for forecasting, reporting, and historical analysis for internal use and for Family Fund.
• Uphold company values, internal processes, safety procedures, and sustainability commitments.

Role-Specific Tasks

• Respond to incoming calls and emails from families, resolving queries related to orders, products, upgrades, and deliveries.
• Place orders within required contractual timeframes and arrange deliveries within agreed deadlines.
• Liaise with couriers, the purchasing team, warehouse staff, and logistics teams to support timely fulfilment.
• Manage and update the Family Fund customer portal, ensuring accuracy at all times.
• Make detailed notes of every customer interaction in the internal database.
• Respond to Family Fund's contracts team within 24 hours regarding family and order queries.
• Process upgrade payments from families securely and accurately.
• Ensure inbox emails are cleared daily and support daily delivery arrangement targets (minimum 25 when stock allows).
• Contribute to team meetings and business discussions, raising issues or suggestions.
• Support internal communication by being a focal point for customer-critical information from other departments.
• Comply with all internal quality, management, and safety processes.
• Undertake any ad hoc duties or projects as requested by the Partnership Manager.

Why Join Us?

At Converge UK, you are not just doing a job - you are contributing to a company with purpose.

Our Values

• Empowering Our People – We invest in your growth.
• Sustainability & Community at Heart – Your work directly supports our environmental impact goals.
• Customer-Centric Excellence – You will help deliver solutions that make our clients better and faster.
• Partnerships Built on Trust – Work in a supportive, collaborative team environment.

What We Offer

• A varied role with opportunities to learn across multiple areas.
• Training to develop multi-skilled capability within your department.
• A supportive team culture that values safety, efficiency, and personal growth.
• Opportunities to expand your skills in IT hardware, logistics, refurbishment, systems, or customer service.
• Wellbeing support with our Help at Hand employee app and an optional health cash plan.
• Holiday buy scheme – purchase up to 5 days of annual leave (T&Cs apply).

Ready to Apply?

If you are enthusiastic, hands-on, and eager to be part of a company making a real impact in sustainable technology, we would love to hear from you.

Disability Confident. A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.