At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer experiences and drive performance.
- Company: Join phs Group, a leader in essential workplace services with a focus on wellbeing.
- Benefits: Enjoy a competitive salary, bonus, 23 days holiday, and health support.
- Other info: Full-time, office-based role with no evenings or weekends.
- Why this job: Shape the future of customer support while inspiring a high-performance culture.
- Qualifications: Proven sales leadership experience and strong relationship-building skills.
The predicted salary is between 38000 - 41000 £ per year.
About The Role
Location: Caerphilly
Salary: £35,000 - £37,000 + bonus
Hours: Full-time, Permanent (Weekdays only)
Are you a confident, energetic leader who thrives in a fast-paced commercial environment? Do you enjoy bringing people together, driving performance, and delivering exceptional customer experiences? If so, this could be the perfect next step for you.
phs Group is looking for a Team Leader for Key Support Services to lead our Local Account Managers (LAMs) and Internal Account Executives (IAEs). This is a fantastic opportunity to shape how our field and office teams work together, ensuring customers receive the very best support.
As Team Leader, you will coordinate field-based LAM activity, support new business generation through the IAE team, and work closely with Heads of Sector to ensure a seamless, joined-up approach across the Key Accounts function. You’ll be the driving force behind resource planning, performance management, and continuous improvement ensuring our teams are aligned, efficient, and delivering outstanding service.
Key Responsibilities
- Coordinate LAM resource to support field surveys, ensuring efficient scheduling across key business hubs.
- Work with Heads of Sector and Account Managers to plan and deliver field support where needed.
- Align LAM and IAE activity to support new business opportunities.
- Allocate new business cases to the IAE team daily.
- Foster strong collaboration between field and office teams to deliver a consistent customer experience.
- Review gap analysis data and drive sector teams to implement projects supported by IAEs/LAMs.
- Lead weekly review meetings with Heads of Sector to track progress, support needs, and feedback.
- Use data to identify trends, monitor performance, and create strategic plans to maximise new business.
- Drive a high-performance culture through regular KPI and sales plan management.
- Continuously improve sales and support processes to enhance efficiency and customer satisfaction.
About You
We’re looking for someone who brings energy, confidence, and commercial focus to the team. You will be:
- An experienced Sales Leader who leads by example and acts as a role model.
- Outgoing, self-motivated, and able to inspire a high-performance culture.
- Calm under pressure but assertive when needed, setting the tone for your team.
- Skilled at building relationships with stakeholders at all levels.
- Comfortable working in a fast-paced, dynamic environment.
- Open to change and committed to continuous improvement.
If you love motivating people, improving processes, and delivering results, you’ll thrive here.
What We Offer
- Competitive salary: £35,000 - £37,000 + bonus
- Full-time, permanent, office-based role in Caerphilly
- Pension & Life Assurance
- 23 days holiday + bank holidays
- Holiday buy & sell scheme
- Virtual GP for you and your family
- ILM-accredited qualifications (internal & external)
- Free onsite parking
- Health Assured wellbeing support
- Weekday working only, no evenings or weekends
Who We Are
phs Group provides essential workplace services that support the wellbeing of employees and customers. With over 3.6 million service visits each year, we deliver solutions including washroom services, clinical waste disposal, air care, floorcare, compliance testing, industrial workwear, and more. We are committed to building a diverse and inclusive workforce where everyone can bring their true selves to work. If you require reasonable adjustments during the recruitment process, please let us know.
Locations
Key Account Support Services Team Leader in Caerphilly, Wales employer: phs Group
At phs Group, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and continuous improvement. Located in Caerphilly, our full-time Team Leader role provides competitive salaries, generous holiday allowances, and opportunities for professional development through ILM-accredited qualifications. Join us to lead a dynamic team dedicated to delivering outstanding customer experiences while enjoying a supportive environment that values your contributions and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Key Account Support Services Team Leader in Caerphilly, Wales
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at phs Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like phs Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Key Account Support Services Team Leader in Caerphilly, Wales
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to phs Group:Your cover letter is your chance to shine! Tell us why you want to work at phs Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at phs Group!
How to prepare for a job interview at phs Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
