Senior Customer Service Specialist

Join the UK's Leading Business Coaching Platform for Trade Professionals!

Trade Mastermind is the UK's No.1 business coaching platform for construction and trade business owners. Founded by Joseph Valente, we help tradespeople scale their businesses, increase revenue, and achieve long-term success. With a fast-growing reputation and a passionate team, we are committed to delivering exceptional customer experiences at every stage of the journey.

Are You a Senior-Level Customer Success Professional with a Proven Track Record?

We are seeking a highly experienced, results-driven Senior Customer Service Specialist to join our team. In this strategic role, you will lead the customer experience and retention efforts for key clients. You will be responsible for ensuring a seamless, rewarding experience for all customers, proactively identifying their needs, and driving business success. This role requires extensive experience in customer service, client relationship management, and business growth, as well as the ability to manage high-value accounts with a hands-on, tailored approach.

Responsibilities

* Lead Client Strategy & Relationship Management - Serve as the primary contact for top-tier clients, ensuring tailored service, smooth onboarding, and successful ongoing engagement.

* Customer Engagement & Retention - Develop and implement strategies that ensure high client satisfaction, resolve challenges, and achieve excellent retention rates.

* Upselling & Cross-Selling Opportunities - Use your expertise to proactively identify opportunities for clients to expand services, increasing both value for them and revenue for the business.

* Account Management - Oversee the performance of multiple key accounts, providing support, resolving issues, and ensuring clients receive exceptional service and results.

* Collaborative Teamwork - Work closely with other departments, including sales, marketing, and key account management, to ensure seamless client journeys and business success.

* Performance Monitoring - Track key performance indicators (KPIs) to evaluate customer engagement, satisfaction, and retention, and implement adjustments where necessary.

* Client Advocacy & Strategic Solutions - Act as the voice of the client within the company, identifying areas for improvement and proposing solutions that lead to long-term success for both the client and the business.

What We're Looking For

* Extensive Experience - 5+ years in customer service, client relations, or account management roles, with a proven track record of managing and retaining high-value clients. Strategic Leadership - Ability to develop and implement customer success strategies that align with business goals and drive both client and company growth.

* Exceptional Communication Skills - You can build rapport quickly, resolve complex issues, and clearly communicate solutions to clients and internal teams.

* Strong Problem-Solving & Negotiation Skills - Proactive in identifying challenges and presenting solutions, with the ability to upsell and persuade clients when appropriate.

* Organised & Detail-Oriented - Skilled at managing multiple accounts, prioritising tasks, and delivering high-quality service in a timely manner.

* Collaborative & Client-Centric Mindset - A true team player who works well in a fast-paced, dynamic environment and always has the client's best interests at heart.

* Experience in Business Growth - Previous experience in sales, business development, or account management is highly desirable.

What We Offer

* Competitive salary & performance-based bonuses

* Clear career progression opportunities

* State-of-the-art office with an on-site gym & café

* Company pension, employee well-being programs & benefits

* A dynamic, forward-thinking team that values expertise and innovation

* Opportunities to make a real impact on the industry and client success

Ready to Lead in Customer Success?

If you are a seasoned professional with a passion for client service and business success, Trade Mastermind offers the chance to work with an industry-leading company where your expertise will shape the future of our customer relationships and growth. If you are a strategic thinker, exceptional communicator, and client advocate, we'd love to hear from you