Customer Account Manager

Made Employment Ltd; Stratford-upon-Avon; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Made Employment Ltd is seeking a Customer Account Manager in Stratford-upon-Avon to take ownership of customer accounts, including those in arrears. You will build trust through empathetic conversations, delivering fair and sustainable solutions while supporting both customer and business outcomes.

The role offers hybrid working with 1 guaranteed at-home day per week and up to 2 extra remote days based on performance. Shift is Mon-Fri 8am-4pm, in a regulated customer-care environment.

Qualifications

• Experience in customer service or telephone-based roles is essential.

Responsibilities

• Speak with customers via phone and written communication to resolve outstanding balances.
• Agree affordable repayment plans tailored to individual circumstances.
• Set up payment solutions such as Direct Debits or prepayment options.
• Handle sensitive conversations with empathy, professionalism, and confidence.
• Identify and support vulnerable customers, including signposting to relevant support services.
• Keep accurate, clear records across multiple systems.
• Work closely with clients and field teams to achieve the best outcomes.
• Meet performance and quality targets while delivering excellent service.

Skills

Communication skills

Empathy

Target driven

Organised

Job description

Are you looking for a role where you can make a real difference while building a rewarding career in customer management? Our client supports customers through challenging financial situations—helping them find realistic, manageable solutions while delivering a first-class service to our clients.

You’ll be part of a supportive team, with opportunities to develop your skills in negotiation, customer care, and account management—all within a structured and highly regulated environment.

Hybrid working that rewards you: You’ll benefit from 1 guaranteed day working from home each week, with the opportunity to earn up to 2 additional remote days based on your performance—giving you flexibility while recognising your achievements.

Shift pattern Mon to Fri 8am to 4pm

About the Role

As a Customer Account Manager, you’ll take ownership of customer accounts, working closely with individuals who may be in arrears. Through meaningful conversations, you’ll help customers find fair and sustainable ways to resolve their accounts.

This is more than just a call-handling role—you’ll be building trust, showing empathy, and making a genuine impact on people’s situations while achieving positive outcomes for both the customer and the business.

What You’ll Be Doing

• Speaking with customers via phone and written communication to resolve outstanding balances
• Agreeing affordable repayment plans tailored to individual circumstances
• Setting up payment solutions such as Direct Debits or prepayment options
• Handling sensitive conversations with empathy, professionalism, and confidence
• Identifying and supporting vulnerable customers, including signposting to relevant support services
• Keeping accurate, clear records across multiple systems
• Working closely with clients and field teams to achieve the best outcomes
• Meeting performance and quality targets while delivering excellent service

We’re looking for people who are:

• Confident communicators who can handle a variety of customer situations
• Empathetic and respectful, especially when dealing with sensitive circumstances
• Motivated by targets and achieving results
• Organised, with strong attention to detail
• Comfortable using IT systems and working in a fast-paced environment
• Customer Account Manager
• Experience in customer service or telephone-based roles is essential. Experience in debt collection or negotiation is a bonus—but not required, as we’ll support your development.

What Makes You a Great Fit

• You stay calm under pressure and approach challenges positively
• You can balance customer care with achieving outcomes
• You’re proactive, team-focused, and always looking to improve
• You take pride in doing things the right way

What You’ll Get in Return

• A supportive team environment where your contribution matters
• The chance to develop valuable, transferable skills
• Performance-based flexibility with hybrid working
• A role where you can genuinely help people and make an impact