Key Account Manager Job at Admiral Group Plc (Cardiff)

Key Account Manager

Admiral Group Plc

Location:
United Kingdom , Cardiff

Category:
Sales

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Key Account Manager is responsible for managing and developing relationships with motor dealer partners, ensuring a high standard of service delivery across the full dealer lifecycle. This role acts as a central point of contact for all operational, onboarding, servicing, and in‑life management activity, working closely with internal teams and external partners to drive dealer performance, satisfaction, and sustainable growth. Please note: the successful candidate will be expected to work in our Cardiff office twice per week.

Job Responsibility:

Act as the primary point of contact for dealer partners, managing day-to-day queries, escalations, and operational support requirements
Oversee the full dealer journey, including onboarding, in-life servicing, issue resolution, and performance support
Provide in-life oversight and management of the dealer portfolio, including monitoring and managing market saturation
Work collaboratively with dealer partners to understand their business needs and provide ongoing, tailored support
Maintain regular communication via phone, email, and Microsoft Teams to build strong, productive relationships
Ensure accurate audit trails and up-to-date records for all dealer interactions and actions
Keep dealer management systems and records current and compliant
Confidently de-escalate issues and manage challenging conversations with professionalism, fairness, and empathy
Capture dealer feedback and insights during regular interactions and share with Business Development Managers (BDMs)
Maintain inbound telephone lines in line with agreed business answer rate targets
Conduct proactive outbound telephony to support commercial objectives
Manage dealer onboarding journeys, including warm lead engagement, pre-onboarding checks, and documentation processing
Handle new dealer enquiries and proactively complete all required follow-up actions
Manage inbound and outbound communication relating to applications, dealer servicing, technical queries, complaint handling, underwriting requests, and general account queries
Liaise with internal teams to resolve issues efficiently and effectively
Act as a liaison between dealer partners and internal departments, ensuring clear communication and smooth execution of agreed actions
Collaborate with cross-functional teams including underwriting, collections, dealer recoveries, and customer service to deliver timely and accurate solutions
Produce and share dealer performance reports, commission statements, and other required documentation
Create, analyse, and validate regional data to support regular performance reviews, operational insight, and commercial decision-making
Identify opportunities to increase dealer engagement, market saturation, and revenue generation across portfolios
Support BDMs with regional development activity, acquisition support, sharing industry insights, and contributing to performance discussions
Act as an intermediary with external partners to resolve dealer issues and optimise end-to-end journeys
Work allocated shift patterns, including weekend cover where required
Provide support during urgent operational activity as needed
Assist BDMs and internal teams with a range of administrative, operational, and partnership-led tasks

Requirements:

Experience in a telephony-based role, within a call centre or similar customer-facing environment
Experience working in a business-to-business (B2B) sales support or customer support function
Experience working within financial services or another regulated industry

Nice to have:

Familiarity with B2B distribution channels
Strong analytical capability
Excellent time management and organisational skills
Ability to adapt and work effectively in a fast-paced, changing environment
Experience and/or working knowledge of: Customer Service, B2B support, Digital innovation

What we offer:

33 days holiday (including bank holidays) upon joining, increasing up to a maximum of 38 days
option to buy or sell up to an additional five days of annual leave
all colleagues eligible for up to £3,600 of free shares each year after one year of service

Additional Information:

Job Posted:
April 24, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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