Customer Account Specialist

We are partnering with a fast growing, innovative company to recruit a Customer Account Specialist. As a Customer Account Specialist, you will be the primary contact for a portfolio of customer accounts, ensuring excellent service and building strong, long-term relationships. You will work closely with internal teams to resolve issues, manage customer communications, and ensure services are delivered in line with customer expectations and service level agreements.

Key Responsibilities

* Act as the main contact for customer account queries and support.

* Provide additional hyper Care support where customers require extra attention.

* Manage customer mailboxes and communications.

* Work with operations to ensure customs documentation is handled accurately and on time.

* Monitor service level agreements and address potential issues proactively.

* Build strong relationships with customers and internal stakeholders.

* Resolve complex customer or customs-related issues in collaboration with internal teams.

* Identify recurring issues or unusual account activity and escalate where needed.

* Support colleagues in delivering excellent customer service standards.

* Maintain accurate customer records and follow up promptly where information is missing.

* Report system issues to the Manager.

* Manage assigned accounts in HubSpot, ensuring records and customer interactions are updated in real time.

* Own the handover of new clients to ensure a smooth onboarding experience.

* Support operational teams with additional tasks as required by management.

Salary & Benefits:

* Salary: £27,000-£29,000

* Monday to Friday, rotating shifts: 7am-3:30pm, 9am-5:30pm, 10:30am-7pm

* Pension Scheme

* 31 Days Annual Leave including Bank Holidays

Requirements:

* Positive, proactive attitude with a willingness to embrace change and tackle challenges.

* Good understanding of customs processes gained through experience or qualification.

* Previous experience working with or supporting clients preferred.

* Strong communication skills with the ability to engage effectively with stakeholders.

* Experience using CRM systems and Microsoft Office.

* Customer focused with the ability to deliver practical solutions.

* Strong attention to detail and ability to manage multiple tasks.

* Excellent organisational and interpersonal skills.

* Ability to prioritise and work effectively under pressure.

* Strong team player with a commitment to high customer service standards