Special Accounts Manager

Department: Special Accounts
Reports To: Administrative Training, Service Coordination & Special Accounts Manager

Position Overview

The Special Accounts Manager is responsible for leading the Special Accounts team while ensuring outstanding customer service, operational effectiveness, and achievement of key performance objectives. This role oversees customer account management, work order communication processes, dispatch-related support functions, and customer service programmes.

The position works closely with Operations Managers, Field Service Supervisors, Account Coordinators, Dispatch teams, and customers to ensure service expectations are consistently achieved and exceeded. The Special Accounts Manager establishes performance standards, monitors KPIs, drives process improvements, and develops team members to support company growth, customer retention, and operational excellence.

As the primary escalation point for customer service concerns, both internal and external, this role proactively identifies opportunities to improve customer satisfaction and streamline operational performance.

Key Responsibilities

Leadership & Team Development

• Lead, mentor, and develop the Special Accounts team to promote a high-performing, customer-focused culture.
• Conduct regular coaching sessions, performance evaluations, and employee development discussions.
• Set individual and team objectives that align with organisational goals.
• Monitor team workloads and staffing requirements to ensure timely service delivery.
• Identify skill gaps and coordinate ongoing training and professional development opportunities.
• Encourage collaboration between Special Account Coordinators, Operations, Account Managers, Dispatch, and branch teams.

Customer Service & Account Management

• Oversee assigned special accounts to ensure contractual requirements and customer expectations are fulfilled.
• Serve as the escalation resource for complex customer service issues.
• Develop and maintain strong customer relationships through proactive communication and effective issue resolution.
• Monitor service performance, response times, and customer satisfaction metrics.
• Ensure customer requests and enquiries are handled promptly and professionally.
• Work with customers and internal stakeholders to implement solutions that enhance service delivery.
• Manage the onboarding and implementation of new customer accounts.
• Participate in RFP processes and collaborate with the sales team to align service delivery with customer expectations.
• Oversee the quotation process, ensuring timely delivery of proposals, closeout documentation, and related administrative requirements.

Performance & Metrics Management

Develop, monitor, and report on key performance indicators, including:

• Customer response times
• Work order update completion rates
• Customer satisfaction scores
• Service Level Agreement (SLA) compliance
• Open work order ageing
• Account-specific performance measures
• Call quality and adherence to communication protocols
• Team productivity and resource management
• Accounts receivable issues

Additional responsibilities include:

• Maintaining dashboards and reporting systems that provide visibility into team performance.
• Analysing trends and identifying opportunities for operational improvement.
• Presenting performance results and recommendations to leadership.
• Implementing corrective actions when targets or service standards are not being met.

Operational Management

• Ensure work order updates are processed accurately through phone, email, customer portals, and internal systems.
• Oversee the maintenance of customer records, site information, equipment data, and service history within ERP+.
• Monitor customer portal requirements and ensure compliance with customer-specific procedures.
• Ensure established processes for call handling, scheduling, dispatch, IVR management, and work order closeouts are consistently followed.
• Supervise shared inboxes and service communications to maintain response-time expectations.
• Evaluate workflows and identify opportunities for automation and efficiency improvements.
• Maintain effective inbox management practices, communication protocols, and mail-routing procedures.

Continuous Improvement

• Lead initiatives focused on improving customer service and operational performance.
• Create and maintain best practices and standard operating procedures.
• Use performance data to drive efficiencies and enhance customer satisfaction.
• Partner with operational leadership on strategic initiatives involving key customer accounts.
• Support the implementation of new technologies, reporting solutions, and customer service programmes.

Supervisory Responsibilities

• Directly manage Special Accounts Coordinators.
• Lead hiring, onboarding, coaching, performance management, and employee development efforts.
• Develop team schedules and coverage plans.
• Ensure compliance with department policies and procedures.
• Foster a positive, accountable, and collaborative workplace culture focused on service excellence.

Qualifications

Education & Experience

• Associate's or Bachelor's degree in Business, Operations Management, Customer Service, or a related field preferred.
• Minimum of five years' experience in customer service, service operations, dispatch, account management, or a related function.
• At least two years of leadership or supervisory experience preferred.
• Experience within HVAC, mechanical services, facilities management, or related industries is highly desirable.

Skills & Competencies

• Strong customer relationship and service management skills.
• Proven ability to lead, motivate, and develop team members.
• Excellent analytical, organisational, and problem-solving capabilities.
• Experience creating, managing, and reporting performance metrics and dashboards.
• Outstanding verbal and written communication skills.
• Ability to manage competing priorities in a fast-paced environment.
• Strong time-management and organisational abilities.
• Advanced proficiency in Microsoft Office applications, including Excel and reporting tools.
• Experience with dispatch, service management, ERP, CRM, or work order management systems preferred.

Success Measures (KPIs)

Performance in this role will be assessed based on:

• Customer satisfaction and account retention
• Service Level Agreement (SLA) compliance
• Timeliness of work order updates
• Shared inbox response-time performance
• Team productivity and efficiency
• Reduction in aged work orders
• Effectiveness in resolving customer escalations
• Employee engagement and retention
• Implementation of process improvements
• Accuracy and quality of account management activities