Senior Customer Service Specialist

Senior Customer Service Specialist

Salary: £35,000 – £40,000 per year (depending on experience)

Join the UK's No.1 Business Coaching Platform for Trades & Construction Business Owners

Trade Mastermind, founded by entrepreneur Joseph Valente, is on a mission to help construction and trade business owners scale their businesses, increase profitability, and achieve long-term success. As one of the UK's fastest-growing coaching and education companies, we pride ourselves on delivering exceptional results and outstanding customer experiences.

We are looking for a Senior Customer Service Specialist who is passionate about delivering exceptional customer experiences, leading by example, and building strong long-term client relationships. This is an exciting opportunity for an experienced customer service professional looking to take the next step in their career within a fast-growing, high-performance business.

If you're energetic, highly organised, customer-focused, and thrive in a fast-paced environment, we'd love to hear from you.

The Role

As a Senior Customer Service Specialist, you will be a key member of the Customer Operations team, acting as a senior point of contact for our clients and supporting them throughout their journey with Trade Mastermind. You will take ownership of complex customer enquiries, support onboarding and retention strategies, mentor junior team members, and work closely with leadership to continuously improve the customer experience.

You will play a critical role in ensuring our customers remain engaged, achieve success from our programmes, and receive a world-class service at every touchpoint.

Key Responsibilities Customer Onboarding & Support

Deliver a professional and engaging onboarding experience for all new clients.

Guide customers through Trade Mastermind's programmes, products, services, and processes.

Provide outstanding support through telephone, email, Whats App, and other communication channels.

Act as an escalation point for complex customer enquiries and complaints.

Identify opportunities to enhance the customer journey and improve satisfaction levels.

Ensure service standards, response times, and customer expectations are consistently exceeded.

Customer Success & Relationship Management

Build, develop, and maintain strong relationships with customers.

Conduct attendance, engagement, and customer success calls to maximise participation in events, coaching sessions, and appointments.

Proactively identify customer needs and provide tailored support and solutions.

Monitor customer engagement and intervene early where clients may be disengaging.

Drive long-term customer success, loyalty, and retention.

Account Management & Retention

Support the Head of Key Account Management with customer retention strategies and initiatives.

Manage high-value and priority customer accounts.

Identify clients at risk of cancellation and implement effective retention plans.

Conduct customer reviews and wellbeing check-ins to understand customer satisfaction and success.

Deliver personalised support to maximise customer outcomes and programme value.

Credit Control & Payment Support

Contact customers regarding outstanding balances and payment arrangements.

Support Premium Credit agreements, documentation, and customer communications.

Manage approved payment plans and maintain accurate records.

Handle sensitive financial conversations professionally while preserving positive customer relationships.

Escalate issues and recommend solutions where appropriate.

Leadership & Team Support

Provide guidance, coaching, and support to Customer Service team members.

Assist with onboarding and training of new colleagues.

Share best practices and contribute to continuous team development.

Support the management team with customer service projects and process improvements.

Lead by example in delivering outstanding customer experiences.

Administration & CRM Management

Maintain accurate customer records and CRM updates.

Log all customer interactions and communications.

Ensure customer information is accurate, compliant, and up to date.

Produce customer service reports and insights when required.

Monitor key customer service metrics and…