Key Account & Customer Service Executive

BOOK TOKENS; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A national gift card service is looking for a person to manage B2B accounts and provide customer support. You will be the main contact for key partners and assist clients with orders and inquiries. This is an opportunity for someone who enjoys building relationships and thrives in a collaborative environment. If you are organised, detail-oriented, and passionate about books, consider applying. The role offers variety and meaningful work within a supportive team.

Qualifications

• Confident engaging with business partners, retailers, and consumers.
• Highly organised and proactive with follow-ups.
• Clear communicator who stays calm under pressure.
• Experience in account management or customer service preferred.

Responsibilities

• Manage ten key B2B accounts and maintain relationships.
• Plan check-ins and seasonal updates.
• Keep CRM records accurate.
• Support schools and organizations with corporate orders.
• Handle queries with care and professionalism.
• Provide support for card activation and troubleshooting.
• Manage stock orders and liaise with partners.
• Attend trade shows and networking events.

Skills

Relationship building

Problem-solving

Customer service

Attention to detail

Communication

Job description

Overview

National Book Tokens – the gift card you can spend in hundreds of bookshops across the UK and Ireland – is expanding its commercial team. We’re looking for someone who thrives on building relationships, solving problems, and embracing variety. This role combines partnership management, customer service, and some product coordination within a small, collaborative team that supports bookshops nationwide.

You’ll be the day-to-day contact for key B2B partners, assist corporate customers with their orders, and support retailers and consumers who need help. No two days look the same, and your work will directly influence how book tokens flow through the market.

Responsibilities

• Manage around ten key B2B accounts and maintain strong, positive relationships.
• Plan and deliver structured check-ins and seasonal updates.
• Keep CRM records accurate so the team stays informed.
• Support schools, colleges, and organisations with corporate orders from quote to dispatch.
• Handle retailer and consumer queries with care and professionalism.
• Provide first-line support for card activation, login issues, and basic troubleshooting.
• Managing stock orders and liaise with supply-chain partners.
• Attend trade shows and networking events as needed

Qualifications

• Someone confident engaging with business partners, retailers, and consumers.
• Highly organised, detail-oriented, and proactive with follow-ups.
• A clear, friendly communicator who stays calm under pressure.
• Comfortable switching between commercial conversations, customer service, and operational tasks
• Experience in account management, partnerships, or customer service is ideal.
• A love of books and bookshops is a bonus!

Why join us?

National Book Tokens sits at the heart of the UK and Irish bookselling communities. You’ll be joining a small, collaborative team with a positive culture and meaningful work. You’ll help bookshops, readers and partners across the country every day.

If you want a role with variety, ownership and a clear sense of purpose, we’d love to hear from you.