Account Management Team Lead

As a Account Management Team Lead, the work centres on research and answer complex complaints referred from our Account Managers, identifying the causes and taking appropriate action to deliver outstanding customer service. It would suit someone who can bring strong professional approach to the role.

What the work leans on

Will directly manage a team of 10-15 with varying levels of expertise. Coach team members through regular 1:1 and bi-annual reviews to identify and address development needs and construct development plans which will build a high-quality team.

Where the technical work sits

• Research and answer complex complaints referred from our Account Managers, identifying the causes and taking appropriate action to deliver outstanding customer service.
• Work with other managers and stakeholders to ensure Account Managers receive development and technical support they need.
• Monitoring team performance and output through use and analysis of performance and quality data, to set or adjust targets and measure success against them, and raise the standards in.

Technical requirements

• Responsible for the delivery and improvement of the SMB Account Management team through management and coaching of a team to provide an excellent onboarding experience.
• Experience managing teams of over 10 people.
• Experience within an Account Management or Sales Management environment at a supervisory level.

What helps delivery stay steady

Strong professional approach.

Practical details

• We offer hybrid working two days a week and you will report to the Head of Account Management EU.
• At Deliveroo we know that people are the heart of the business and we prioritise their welfare.
• We offer a range of great benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.
• We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be.