Key Account Manager

Key Account Manager (KAM)

About us

Admiral Money is the dynamic lending arm of Admiral Group, offering personal loans, motor finance, and homeowner loans since 2017. We’re building something special for our customers and are looking for curious, driven individuals ready to learn, take on challenges, and make an impact.

We’re proud to be a certified Great Place to Work for over 25 years, with recognition for Women and Wellbeing. Our inclusive culture empowers everyone to Be You.

Need support during the recruitment process? Just let us know – we’re here to help.

The Role

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.

Key Responsibilities

Dealer Relationship & Account Management

• 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

Onboarding & Due Diligence

• 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

Operational Excellence & Query Management

• 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

Data, Reporting & Administration

• 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

Dealer Growth & Performance Development

• 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

Role Expectations

• 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

Personal Attributes

• Strong communication skills, with the ability to build and maintain effective working relationships remotely
• Confident stakeholder management skills
• High attention to detail
• Analytical mindset with the ability to interpret information and identify trends
• A genuine enthusiasm to learn, develop, and take ownership
• Self‑motivated and able to manage workload effectively
• Works well within a collaborative team environment
• Motivated to build a long‑term career within a FTSE 100 organisation

Essential Criteria

• 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

Desired Experience

• 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

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

As a Disability Confident Leader, for candidates with a disability or long-term health condition, that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.

If you need any adjustments or support with your application or during the recruitment process, just let us know. Please do email eden.davies39@admiralgroup.co.uk or contact us on   07780038264. This number is dedicated to supporting candidates that require reasonable adjustments or support during the application process.

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