Desk-Based Accounts Managers - Team Supervisor

About the role

We're seeking a proactive, customer-focused and inspiring Supervisor to lead our busy team of Desk-Based Account Managers at our Gravesend offices. In this dynamic role, you'll oversee the day-to-day operations, ensuring the team effectively manages customer relationships, handles incoming enquiries, and drives revenue growth through outstanding service and account development. You'll not only guide your team in achieving their individual and collective sales targets but also champion their growth. A key part of your role will involve supporting broader commercial activities, including market research and providing valuable input into new product ideas, ensuring our business stays ahead of trends and consistently exceeds customer expectations in the insulation and wider construction market.

• Type of Contract: Full Time 
• Type of Position: Supervisor

What will you do?

Key Responsibilities
      Leadership & Team Development

• Lead, coach, and motivate a team of Desk-Based Account Managers to achieve and exceed sales and customer satisfaction targets.
• Conduct regular one-to-one meetings, provide constructive feedback, and identify training and development opportunities for team members.
• Manage team workload, allocate resources effectively, and ensure consistent service levels and productivity.
• Monitor team performance against key metrics, proactively addressing areas for improvement and celebrating successes.
• Foster a collaborative, supportive, and high-performing team environment.
  
  Sales & Customer Support Oversight
• Oversee the management of a portfolio of existing customers, ensuring the team maintains high levels of satisfaction and drives regular repeat business, working in close collaboration with External Sales Teams.
• Review and refine processes for handling incoming enquiries, preparing quotes, following up, and converting leads into orders.
• Guide the team in identifying and maximizing opportunities for account growth through effective upselling and cross-selling of related insulation products or services.
• Ensure seamless coordination with the field sales team, establishing best practices for a truly joined-up approach to customer accounts.
• Maintain oversight of accurate records within the CRM system, including quotes, orders, and customer interactions, ensuring data integrity and effective reporting.
  
  Marketing & Product Development Contribution
• Direct and support outbound calling initiatives to new and existing customers, aligning with promotional activities, marketing campaigns, and new product development initiatives.
• Consolidate and present frontline input from the team on customer feedback, market demands, and product reception to support the development and launch of new products.
• Work closely with the marketing department to ensure effective execution of campaigns promoting BEWI products and services, providing team insights.
• Keep the team informed and up-to-date with market trends in the insulation and wider construction market, including customer trends, competitor activity, and product innovations.
• Facilitate the gathering of comprehensive customer feedback and share actionable insights with the commercial and product teams.
  
  Collaboration & Coordination
• Serve as a key liaison between the Desk-Based Account Manager team and all internal departments (e.g., logistics, production, finance) to ensure exceptional customer service, delivery and operational efficiency.
• Lead contributions to monthly sales reviews, providing insights into team performance against targets and collaborating on future strategies.
• Drive continuous improvement initiatives within the team and across inter-departmental workflows to enhance overall customer experience.

     What We’re Looking For

• Proven experience (2+ years) in a sales or account management role with at least 1 year of supervisory or team leadership experience, ideally within construction, trade, or B2B environments.
• Exceptional communication and interpersonal skills, with a demonstrated ability to build and maintain strong relationships over the phone and by email, both internally and externally.
• Strong commercial acumen and a genuine interest in market dynamics, customer needs, and competitor activities.
• Comfortable working with and leading a team towards sales targets and performance metrics.
• Highly organised, self-motivated, and confident using essential IT tools (e.g., Outlook, Excel, CRM systems – specifically prior experience with a robust CRM is highly desirable).
• A proactive problem-solver with a strong customer-centric approach.
  
  Desirable
• Familiarity with the construction industry or building materials market (full product training will be provided).
• Experience working with merchants, contractors, or developers.

Your profile

• Right of residence and to work in the UK.
• A positive, solution-oriented attitude, combined with determination to achieve customer satisfaction and drive continuous improvement through collaboration.
• Demonstrated experience in "upselling" and successful account development, with the ability to effectively guide and support a team in these areas while maintaining customer trust
• Exceptional customer relationship management skills, with a proven ability to quickly build rapport with our customer base and maintain it over the long term through excellent service.
• High degree of flexibility and strong organisational skills, able to adapt to changing priorities, manage multiple tasks efficiently, and ensure the team maintains strong planning and time management.
• Decisive and calm under pressure, capable of making sound judgments and leading the team through challenging situations while maintaining a customer-first approach.

What can you expect?

• Company personal pension plan.
• Company funded medical cash plan.
• Long service awards and increased company pension contributions on long service.
• 25 days holiday a year, plus bank holidays.
• Coffee, tea, and fruit available in the office, free parking for employees