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
Salary description
£27000.00 - £29000.00 per year