Senior Customer Service Specialist

Senior Customer Service Specialist

Location:

Peterborough HQ
Salary: £35,000–£40,000 per year, depending on experience
Package:
Pension |

Career development | Birthday off | Company events | Free parking

We’re Looking for Elite Problem Solvers

We’re not looking for traditional customer service advisors.

We’re building an elite problem-solving team made up of people who take ownership, stay calm under pressure and find solutions.

Every complaint, missed payment, difficult conversation or customer challenge is ultimately a problem that needs solving. Your job is to understand the situation, think commercially, communicate brilliantly and take responsibility for finding the best possible outcome.

You won’t simply pass problems to another department. You’ll own them.

Success in this role means protecting customer relationships, resolving issues quickly, recovering revenue where appropriate and creating positive outcomes for both the customer and the business.

If you enjoy difficult conversations, can negotiate win-win outcomes and get genuine satisfaction from fixing problems others can’t, you’ll fit well into our culture.

Our mission is simple:
Every problem has a solution. Our job is to find it.

Join Trade Mastermind

Trade Mastermind, founded by entrepreneur Joseph Valente, is one of the UK’s leading business coaching and education companies for trades and construction business owners.

We help entrepreneurs scale their businesses, improve profitability and build companies that can achieve long-term success.

As we continue to grow, we’re looking for an experienced Senior Customer Service Specialist to join our Customer Operations team at our Peterborough HQ.

This is an opportunity for an experienced customer service, account management or customer success professional who wants more responsibility and the opportunity to progress within a fast-growing, high-performance business.

The Role

As a Senior Customer Service Specialist, you’ll take ownership of customers throughout their journey with Trade Mastermind.

You’ll provide a professional onboarding experience, help clients understand our programmes and services, and support them across telephone, email, Whats App and other communication channels.

You’ll also act as a senior escalation point when situations become more complex. Whether it’s a complaint, payment issue, cancellation request or dissatisfied customer, you’ll be expected to understand the problem, make decisions and work towards a solution.

A major part of the role is customer success and retention. You’ll build strong relationships with clients, monitor their engagement and proactively contact customers who may be disengaging. You’ll conduct customer reviews, attendance calls and check-ins to ensure clients are getting maximum value from their programmes.

You’ll also work alongside our Head of Key Account Management, supporting high-value and priority accounts and helping implement strategies to improve customer loyalty and retention.

Commercial Problem Solving

Great customer service isn’t always about saying yes. Sometimes it means having a difficult conversation and finding an outcome that works for everyone.

You’ll confidently handle conversations around outstanding balances, cancellations and payment arrangements while maintaining a professional customer relationship.

Where appropriate, you’ll support payment plans and Premium Credit agreements, maintain accurate records and work closely with our Finance and Credit Control teams.

We’re looking for someone who can combine empathy with commercial awareness understanding the customer’s position while also protecting the interests of the business.

Leadership & Ownership

As a senior member of the team, you’ll be expected to lead by example.

You’ll support and mentor Customer Service colleagues, help onboard new team members, share best practices and contribute to improving how the department operates.

You’ll work closely with Customer Operations, Finance, Sales, Events, Credit Control and Delivery, ensuring issues are resolved efficiently rather than being passed between departments.

You’ll also maintain accurate CRM records, document customer interactions,…