Account Manager - Residential
Account Manager (Residential) — Job Advert
Location: UK based, fully remote (with attendance required at key industry events)
Hours: Full time
Salary: Dependent on experience
Reports to: Senior Management Team
About JAMY
We're JAMY Business Support, the operational engine behind some of the UK's best independent residential surveying practices. Think of us as the ecosystem that lets brilliant surveyors get on with surveying, while we take care of everything that keeps a business moving: diaries, client relationships, sales, systems and growth strategy.
We've built our reputation the old fashioned way, surveyor by surveyor, referral by referral, with no big marketing budget and no corporate stiffness. Today we're a fully remote team of over 25 people spread across the UK and beyond, all pulling in the same direction to help our surveyors' businesses run brilliantly.
We're professional where it counts (our surveyors trust us with their client relationships, after all) and genuinely good fun everywhere else. If the idea of real ownership, a close knit team and being part of a business quietly becoming the backbone of an entire industry sounds like your kind of challenge, you'll fit right in.
Role Purpose
The Account Manager is responsible for leading and managing a team of Business Administrators, while acting as the main point of contact for surveyors and their accounts. The role combines people management, client relationship management, sales, account growth and operational oversight, ensuring service levels are consistently met and exceeded.
The Account Manager must take genuine ownership of their accounts. This means understanding how each surveyor operates, anticipating what they need, keeping work moving, identifying issues before they escalate and providing a consistent, high level of support. The role is not simply task based; the successful candidate will become a trusted extension of the surveyor's business and a reliable link between the surveyor, JAMY and the wider team.
A key focus is maintaining productive surveyor diaries through proactive booking, effective relationship management and business development initiatives. The role also includes responsibility for inbound and outbound sales activity, lead follow\-up, KPIs, service levels and sustainable account growth.
The Account Manager is also expected to coach and support staff, provide training and be willing to roll up their sleeves and assist with any task when required.
They should be comfortable balancing client priorities, team workload and commercial objectives while remaining calm, organised and solutions\-focused.
Key Responsibilities
Act as the senior point of contact for surveyors, ensuring they feel valued, supported, represented and confident in the service provided.
Build strong, trusted relationships by understanding each surveyor's business, priorities, preferences, services and target market.
Take proactive ownership of accounts, anticipating needs and progressing actions without relying on clients or surveyors to repeatedly chase.
Hold regular meetings with surveyors to review KPIs, booking levels, conversion rates, challenges and opportunities for improvement.
Gather and report back ideas and feedback from surveyors, identifying opportunities and addressing issues promptly.
Monitor account performance and work with the team to maintain productive surveyor diaries and consistent service delivery.
Identify opportunities to promote additional JAMY services, new offerings, skills or markets where appropriate, supporting sustainable growth for both the surveyor and JAMY.
Act as a dependable bridge between the surveyor, JAMY and internal teams, ensuring information is communicated clearly and actions are followed through.
Sales \& Business Growth
Take ownership of lead generation and sales calls, demonstrating a proactive and confident approach to converting enquiries.
Monitor and action email enquiries accurately and within the required service levels.
Call leads to drive sales, set a strong example to the team and maximise conversion opportunities.
Train and support the team on inbound and outbound calls, including confidence, questioning, objection handling and reinforcing value over price.
Set and monitor clear sales targets for the team and individual surveyors, tracking job numbers and identifying opportunities for growth.
Work with management to identify and develop additional revenue streams and sustainable commercial opportunities.
Actively promote JAMY's services and support surveyors in expanding their own offerings where appropriate.
Onboard new accounts and surveyors, ensuring a clear understanding of their business, services, target market and expectations.
Create, maintain and review sales and marketing communications, ensuring information remains accurate, relevant and aligned with current services and pricing.
Operational Oversight
Ensure service levels are consistently met or exceeded, with strong attention to detail across communications, account records and follow\-up activity.
Keep a clear overview of account priorities, outstanding actions, deadlines and potential risks.
Prioritise effectively across competing client, surveyor, sales and team requirements without losing sight of important actions.
Step in to support with administration, diary management or other account tasks when required, particularly where workload or client need requires additional support.
Oversee workload allocation across the team to ensure work is balanced, achievable and delivered to the required standard.
Monitor KPIs for individuals and the team, providing feedback and implementing improvement plans where necessary.
Team Leadership \& Development
Manage and oversee the day\-to\-day performance of Senior Admins and Admin staff, ensuring workloads are balanced and achievable.
Provide ongoing coaching, mentoring and practical support, helping colleagues build confidence and become increasingly self\-sufficient.
Deliver training on inbound call handling, client management, account processes and outbound sales techniques where applicable.
Hold regular one\-to\-ones and team meetings to discuss performance, goals, challenges and successes.
Create an environment where staff feel supported and appropriately challenged, while maintaining clear expectations and accountability.
Recognise when team members are becoming overwhelmed and take action to rebalance workload or provide additional support.
Set a strong example through personal ownership, professionalism, responsiveness and willingness to get involved when needed.
Key Professional Qualities \& Behaviours
- Proactive \& Accountable: Takes ownership rather than waiting for instructions. Spots what needs doing, follows actions through and anticipates issues before they become problems.
- Client\-Focused \& Relationship\-Led: Builds genuine working relationships and understands that clients and surveyors need consistency, trust and confidence as well as task completion.
- Highly Organised: Comfortably manages multiple accounts, competing priorities, deadlines and a high volume of information without losing important details.
- Strong Communicator: Communicates clearly, confidently and professionally across clients, surveyors and internal teams, adapting communication to the situation.
- Solutions\-Focused \& Self\-Reliant: Thinks through problems, investigates causes and looks for practical solutions. Uses judgement confidently and knows when escalation is appropriate.
- Commercially Aware: Understands the connection between client experience, diary utilisation, lead conversion, account performance, revenue and sustainable growth.
- People\-Focused \& Supportive: Approachable and empathetic, with the ability to coach, encourage and challenge others while maintaining standards and accountability.
- Resilient \& Calm Under Pressure: Able to remain composed, prioritise effectively and continue delivering a high standard when workload or client demands increase.
- Flexible \& Hands\-On: Willing to step outside a narrow job description when the account or team requires it. Does not consider themselves above operational tasks.
- High Standards \& Attention to Detail: Takes pride in accuracy, follow\-through and professionalism, and notices inconsistencies that could affect the client experience.
The Account Manager becomes a trusted first point of contact for surveyors and is relied upon to understand their account without needing constant direction.
Clients and surveyors feel supported, listened to and confident that actions will be followed through.
Accounts are actively managed rather than reactively serviced, with risks, opportunities and outstanding actions identified early.
Team members feel supported and developed, while still being held accountable for their responsibilities and standards.
Leads and enquiries are handled promptly and professionally, with a strong focus on conversion and client experience.
Service levels, diary performance, sales activity and account growth are actively monitored and improved.
The Account Manager can step into operational detail when necessary without losing sight of the wider account, commercial or people picture.
Performance Expectations
Maintain strong support and engagement across all surveyor accounts, ensuring surveyors feel represented, valued and confident in JAMY.
Maintain consistently high standards of communication, responsiveness, accuracy and follow\-through.
Keep surveyor diaries productive through proactive booking, lead management, relationship management and sales activity.
Lead and develop the team to meet and exceed agreed sales, service and operational targets.
This listing is from Indeed. View original listing ↗