Call and contact centre occupations

Are you passionate about delivering outstanding customer service and building strong client relationships? We’re looking for a proactive and detail-driven Account Support Executive to play a key role in supporting our Account Managers and ensuring our customers receive an exceptional experience.

In this role, you’ll be at the heart of our client relationships—acting as the first point of contact for day-to-day queries, solving problems, spotting trends, and helping our Account Managers retain and grow their accounts.

This will be a full time, permanent position based in Coventry working Monday to Friday 9ma till 5pm.
What you’ll be doing
Customer & Account Support

• Act as the first point of contact for day-to-day customer issues, resolving queries efficiently and keeping customers fully informed.
• Work closely with Account Managers across a portfolio of accounts, developing a strong understanding of how each account operates.
• Escalate issues appropriately and ensure they are seen through to resolution.

Reporting & Analysis

• Prepare accurate and timely reports, KPI packs, and review materials for Account Managers.
• Monitor account activity against forecast volumes, identifying trends, risks, and anomalies.
• Analyse cases across accounts, summarising key issues and working proactively with internal teams to address root causes.

Account Development & Projects

• Support Account Managers in monthly and quarterly account reviews.
• Provide proactive support on projects across your account portfolio.
• Take the lead on re-mapping engineers and setting up new locations, including returns sites.
• Ensure invoice data is accurate and resolve any related queries.

Claims & Issue Management

• Manage customer claims from investigation through to resolution, keeping both customers and Account Managers updated.
• Provide weekly summaries of key account issues ahead of the Account Manager’s Friday health check.

What we’re looking for

• Clear, confident communicator who can adapt their message to different audiences.
• Highly organised, detailed, and thorough in your approach.
• Strong sense of ownership—you don’t drop an issue until it’s fully resolved.
• Commercially aware with a customer-first mindset.

Experience & Knowledge

• Previous experience in a customer service or account support environment.
• Knowledge of the service industry is desirable.
• Intermediate skills in MS Excel and PowerPoint.
• Excellent customer service and problem-solving abilities.

What you’ll get in return

• 25 days holiday plus public holidays, increasing to 30 days after 5 years’ service (pro-rata for part-time).
• Company pension scheme with 3% employer and 5% employee contributions.
• Life assurance at 2x your basic annual salary.
• Access to Perkbox, including:
  • £50 Christmas gift
  • £10 birthday voucher
• Medicash health plan (Level 1 individual cover paid by the company).
• Holiday purchase scheme (available 1–31 January each year).

If you enjoy problem-solving, working closely with customers, and supporting account growth in a fast-paced environment, we’d love to hear from you.