Customer Support Team Leader & Account Manager
Sherwood Business Park, Nottingham
Competitive Salary + Bonus + Benefits
Lead People. Drive Customer Excellence. Grow Key Accounts.
Staytite Group is looking for a Customer Support Team Leader & Account Manager to lead our Customer Support Executive team while managing a portfolio of strategic customer accounts. This is a fantastic opportunity to join a well-established, family‑owned business where you can make a real impact on both customer experience and business growth.
About Staytite Group
Established in 1978, Staytite has built a strong reputation as a specialist in industrial fastening solutions. Operating from locations in High Wycombe and Nottingham, with international distribution hubs in Dubai and Shanghai, we support customers across a wide range of global markets.
As part of the wider Staytite Group, we are committed to creating long‑term partnerships, delivering exceptional service, and investing in our people.
The Opportunity
This is a hybrid leadership role combining team management (70%) and account management (30%).
You’ll lead and develop our Customer Support Executive team, driving performance, service excellence, and continuous improvement, while also managing key customer relationships to support retention, growth, and profitability.
What You’ll Be Doing
Team Leadership & Operational Excellence
- Lead, motivate and develop a high‑performing Customer Support team.
- Conduct regular one‑to‑ones, performance reviews and development plans.
- Coach and mentor team members to maximise engagement and performance.
- Manage workloads, priorities and resources to ensure service targets are achieved.
- Monitor KPIs and implement improvement initiatives.
- Identify training and development opportunities.
- Handle performance, attendance and employee relations matters.
- Act as the escalation point for complex customer issues.
- Review and improve processes, SOPs and operational efficiency.
- Collaborate with Sales, Purchasing and Operations teams to deliver an outstanding customer experience.
Customer Experience
- Ensure customer enquiries, quotations and orders are handled efficiently and professionally.
- Champion a customer‑first culture across the business.
- Monitor customer feedback and implement service improvements.
- Maintain consistently high service standards across all customer touchpoints.
Account Management & Commercial Growth
- Manage a portfolio of strategic customer accounts.
- Build strong, long‑term customer relationships.
- Identify opportunities for account growth, increased revenue and margin improvement.
- Conduct customer reviews and business meetings.
- Support forecasting, reporting and commercial planning.
- Deliver solutions that meet customer needs while supporting business objectives.
What We’re Looking For
Essential
- Minimum 5 years’ experience in account management, sales, senior customer service or a similar customer‑facing role.
- Proven experience leading or managing a team.
- Strong commercial awareness and experience supporting business growth.
- Excellent communication and relationship‑building skills.
- Experience using CRM systems and Microsoft Office.
- Ability to analyse data, identify trends and make informed decisions.
- Strong organisational skills with the ability to manage multiple priorities.
Desirable
- Experience within the fastener, engineering, or industrial sector.
- Financial awareness including budgeting and margin management.
Personal Qualities
- Customer‑focused and commercially driven.
- Inspiring and collaborative leader.
- Highly accountable and results oriented.
- Resilient, adaptable, and proactive.
- Continuous improvement mindset with strong problem‑solving skills.
Why Join Staytite?
This is a unique opportunity to join a growing business where you’ll have the autonomy to shape customer support performance, develop people, and build lasting customer relationships.
You’ll be part of a company that values expertise, teamwork, continuous improvement and long‑term success.
Benefits
- Competitive Salary
- Performance Bonus Scheme
- 5% Employee / 5% Employer Pension Contributions
- 24 Days Holiday + Bank Holidays
- Birthday Leave
- Health Cash PlanLong Service Awards
Customer Support Team Leader & Account Manager in Nottingham employer: Staytite
Staytite Group is an excellent employer, offering a supportive and inclusive work environment in High Wycombe. As a family-owned business, we prioritise employee growth through comprehensive mentoring and training, ensuring that our apprentices gain valuable hands-on experience while working towards their qualifications. With competitive benefits, including a bonus scheme and a health cash plan, we are dedicated to fostering long-term relationships and career development for all our team members.
