Customer Care Account Manager

Acorn by Synergie; Bedwas; Hybrid; GBP 25,000 - 26,000; Full time

Job summary

Acorn by Synergie in Caerphilly is recruiting a Customer Account Manager to join a friendly team. You will manage customer accounts, provide general and technical advice by phone and email, process orders and resolve inquiries to ensure a seamless service.

This permanent role offers a 37-hour week, Monday–Friday, with hybrid working after probation (two days at home). Salary £24,500-£25,600 DOE, with ongoing training and development.

Qualifications

• Positive, customer-focused approach.
• Excellent communication skills at all levels.
• Ability to remain calm under pressure.
• Strong organisational skills with the ability to manage workloads and meet deadlines.
• Strong relationship-building skills with internal and external stakeholders.
• Strong analytical skills.
• In-depth knowledge of customer service standards.
• Previous industry knowledge would be an advantage.

Responsibilities

• Provide general and technical advice to customers via telephone and email.
• Process customer orders, respond to enquiries and resolve customer complaints professionally.
• Deal with a range of customers daily, providing information, advice and support.
• Work collaboratively with the team to deliver an excellent customer experience.
• Maintain a professional telephone manner when communicating with internal and external customers.
• Take proactive action to minimise order delays, keeping customers and internal colleagues informed.
• Advise customers of updates regarding products and services.
• Update customer records in real time where possible, ensuring account details and order statuses remain accurate.
• Make decisions within the responsibilities of the role and communicate any potential impact on colleagues and other departments.
• Work cooperatively with internal departments to ensure customer deadlines are met.
• Stay informed of relevant industry developments and take responsibility for ongoing personal training and development.
• Follow workplace health and safety guidelines at all times.
• Maintain a clean, tidy and safe working environment in line with company health and safety requirements.
• Demonstrate the company's core values in all aspects of the role, both internally and externally, and lead by example.

Skills

Excellent communication

Customer-focused

Teamwork

Organisational skills

Problem solving

Tools

Microsoft Office

Job description

Customer Account Manager | Customer Service Account Manager | Customer Account Executive

Caerphilly | £24,500-£25,600 DOE | 37 Hours per Week | Monday-Friday | Permanent | Hybrid Working After Probation

Introduction

Acorn by Synergie is recruiting a Customer Account Manager to join a friendly team within the Caerphilly area.

This is a rare permanent opportunity for a customer-focused professional with strong communication, relationship‑building and problem‑solving skills.

As a Customer Account Manager, you will provide general and technical advice to customers via telephone and email, process customer orders, respond to enquiries and resolve complaints while maintaining a professional approach at all times.

The role involves working closely with customers and internal departments to ensure orders are processed efficiently, customer deadlines are met and excellent service standards are maintained.

What We Offer

• Salary of £24,500-£25,600, depending on experience.
• Permanent employment opportunity.
• 37-hour working week.
• Monday to Friday working pattern.
• Hybrid working after probation, with two days working from home and three days office-based.
• Friendly team environment.
• Ongoing training and development.

Key Duties

• Provide general and technical advice to customers via telephone and email.
• Process customer orders, respond to enquiries and resolve customer complaints professionally.
• Deal with a range of customers daily, providing information, advice and support.
• Work collaboratively with the team to deliver an excellent customer experience.
• Maintain a professional telephone manner when communicating with internal and external customers.
• Take proactive action to minimise order delays, keeping customers and internal colleagues informed.
• Advise customers of updates regarding products and services.
• Update customer records in real time where possible, ensuring account details and order statuses remain accurate.
• Make decisions within the responsibilities of the role and communicate any potential impact on colleagues and other departments.
• Work cooperatively with internal departments to ensure customer deadlines are met.
• Stay informed of relevant industry developments and take responsibility for ongoing personal training and development.
• Work in accordance with relevant quality standards and company procedures.
• Follow workplace health and safety guidelines at all times.
• Maintain a clean, tidy and safe working environment in line with company health and safety requirements.
• Demonstrate the company's core values in all aspects of the role, both internally and externally, and lead by example.

Requirements

• Positive, customer-focused approach.
• Ability to work effectively as part of a team.
• Excellent communication skills at all levels.
• Ability to remain calm under pressure.
• Strong organisational skills, with the ability to manage workloads and meet deadlines.
• Strong relationship-building skills with internal and external stakeholders.
• Ability to handle customer complaints and difficult situations professionally.
• Strong analytical skills.
• In-depth knowledge of customer service standards.
• Good understanding of Microsoft Office packages.
• Previous industry knowledge would be an advantage.