Telephone Account Manager

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We have an exciting opportunity for a Telephone Account Manager to join our GEM Contact Centre based in Dunstable. This role plays a key part in supporting and nurturing relationships across our nationwide estate agency branch network. Focused on service, retention, and relationship management, this is an ideal opportunity for someone who enjoys owning accounts and being a trusted point of contact for multiple stakeholders.

About the Role

Reporting to the National Account Manager, you will manage a portfolio of approximately 100-250 estate agency branches. You will act as the primary contact for your accounts, ensuring excellent service delivery, consistent engagement, and strong working relationships with branches and head office alike.

Key Responsibilities

Account Management & Relationship Ownership

• Manage a portfolio of circa 100-250 estate agency branches across multiple regions
• Build and maintain strong, long-term relationships with Branch Managers, Area Managers, and Head Office stakeholders
• Act as the primary point of contact for account-related queries and escalations
• Conduct regular account reviews to ensure service levels, performance, and satisfaction
• Identify and manage risks to account retention, taking proactive steps to resolve issues
• Work closely with internal GEM teams to resolve operational or service-related matters
• Support the onboarding of new branches and implementation of services or products

Account Performance & Insight

• Monitor branch engagement, activity, and performance against agreed KPIs
• Use data and feedback to identify opportunities to improve branch outcomes
• Provide clear insight and updates to the National Account Manager and wider internal teams

Skills & Experience

Essential

• Strong understanding of the estate agency sector or property-related services
• Excellent verbal and written communication skills, with a confident telephone manner
• Highly organised with strong attention to detail
• Ability to manage a high volume of accounts and activity effectively
• Comfortable working in a fast-paced contact centre environment

Desirable

• Previous account management or relationship management experience

Personal Attributes

• Customer-focused and solutions-oriented
• Able to work independently while managing priorities effectively
• Process-driven with a strong sense of ownership and accountability

Why Join Connells Group?

You will be joining one of the UK's most established and successful property services groups, working within a supportive and collaborative Contact Centre environment. This role offers the opportunity to develop a long-term career in account management while making a meaningful impact across our national branch network.

Connells Group is an equal opportunities employer and is committed to creating a diverse, inclusive and authentic workplace. We welcome applications from all suitably qualified candidates, regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, or pregnancy and maternity status.

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