Key Account Customer Service

Brook Street; Wythenshawe; On-site; GBP 24,000 - 32,000; Full time

Job summary

Brook Street in Manchester's Wythenshawe is seeking a Key Account Customer Service specialist. You will manage day‑to‑day service for key accounts, ensuring timely, accurate responses and maintaining professional customer interactions.

As the main point of contact for assigned customers you will coordinate with internal teams, track progress, monitor service performance, and support continuous improvement of customer service workflows. Strong communication and attention to detail are essential.

Qualifications

• Previous experience within freight/transport would be advantageous.
• Self-driven with good attention to details and a positive outlook.
• Excellent customer service skills.
• Excellent written and verbal communication.
• Proficient in MS Office.

Responsibilities

• Manage day-to-day customer service activities for key accounts, ensuring timely and accurate responses.
• Act as the main point of contact for assigned customers, building and maintaining strong working relationships.
• Handle customer queries, complaints, and escalations in line with agreed service levels.
• Coordinate with internal teams to resolve issues, track progress, and ensure customers receive updates.
• Monitor account activity and service performance, identifying trends and opportunities to improve.
• Maintain accurate records of customer interactions, actions taken, and outcomes.
• Support the delivery of customer service processes, ensuring consistency and compliance.
• Contribute to continuous improvement by suggesting practical enhancements to customer service workflows.

Skills

Customer service skills

Communication skills

Attention to detail

Positive attitude

Tools

MS Office

Job description

Key Account Customer Service Wythenshawe, Manchester

Join a customer-focused organisation that values clear communication, reliable service, and continuous improvement. This role sits at the heart of customer experience, supporting key accounts and helping to ensure every interaction is handled professionally, promptly, and with genuine care. If you enjoy building strong relationships, resolving issues efficiently, and working to high service standards, you'll find a supportive environment here where your contribution makes a real difference.

Job Responsibilities

• Manage day-to-day customer service activities for key accounts, ensuring timely and accurate responses.
• Act as the main point of contact for assigned customers, building and maintaining strong working relationships.
• Handle customer queries, complaints, and escalations in line with agreed service levels.
• Coordinate with internal teams to resolve issues, track progress, and ensure customers receive updates.
• Monitor account activity and service performance, identifying trends and opportunities to improve.
• Maintain accurate records of customer interactions, actions taken, and outcomes.
• Support the delivery of customer service processes, ensuring consistency and compliance.
• Contribute to continuous improvement by suggesting practical enhancements to customer service workflows.

Required Skills & Qualifications

• Previous experience within freight/transport would be advantageous
• Self-driven, good attention to details with a positive outlook
• Excellent customer services skills
• Excellent communication skills both written and verbal
• Proficient in the use of MS Office

Brook Street NMR is acting as an Employment Business in relation to this vacancy.