Senior Customer Service Specialist
Salary: £35,000 – £40,000 per year (depending on experience)
We Are Looking for Elite Problem Solvers
We are not looking for traditional customer service advisors.
We are building an elite problem-solving unit.
Every customer issue, complaint, missed payment, difficult conversation, or challenging situation is simply a problem that needs solving. Your job is to take ownership, stay calm under pressure, think commercially, communicate brilliantly, and never stop until a solution has been found.
We are looking for people who thrive on difficult conversations, enjoy turning unhappy customers into loyal advocates, can negotiate win-win outcomes, resolve conflict professionally, and remove obstacles quickly.
You don't pass problems on. You don't make excuses. You own them.
Success in this role is measured by your ability to solve problems, protect customer relationships, recover revenue where appropriate, and create positive outcomes for both the customer and the business.
If you're someone who loves solving problems, takes responsibility, thinks critically, and gets genuine satisfaction from fixing what others can't, you'll fit perfectly into our culture.
Our Mission Is Simple
Every problem has a solution. Our job is to find it.
Join the UK's No.1 Business Coaching Platform for Trades & Construction Business Owners
Trade Mastermind, founded by entrepreneur Joseph Valente, is on a mission to help construction and trade business owners scale their businesses, increase profitability, and achieve long-term success.
As one of the UK's fastest-growing coaching and education companies, we pride ourselves on delivering exceptional results and outstanding customer experiences.
We are looking for a Senior Customer Service Specialist who is passionate about delivering exceptional customer experiences, leading by example, and building strong long-term client relationships. This is an exciting opportunity for an experienced customer service professional looking to take the next step in their career within a fast-growing, high-performance business.
If you're energetic, highly organised, customer-focused, and thrive in a fast-paced environment, we'd love to hear from you.
The Role
As a Senior Customer Service Specialist, you will be a key member of the Customer Operations team, acting as a senior point of contact for our clients and supporting them throughout their journey with Trade Mastermind.
You will take ownership of complex customer enquiries, support onboarding and retention strategies, mentor junior team members, and work closely with leadership to continuously improve the customer experience.
You will play a critical role in ensuring our customers remain engaged, achieve success from our programmes, and receive a world-class service at every touchpoint.
Key ResponsibilitiesCustomer Onboarding & Support
- Deliver a professional and engaging onboarding experience for all new clients.
- Guide customers through Trade Mastermind's programmes, products, services, and processes.
- Provide outstanding support through telephone, email, WhatsApp, and other communication channels.
- Act as an escalation point for complex customer enquiries and complaints.
- Identify opportunities to enhance the customer journey and improve satisfaction levels.
- Ensure service standards, response times, and customer expectations are consistently exceeded.
Customer Success & Relationship Management
- Build, develop, and maintain strong relationships with customers.
- Conduct attendance, engagement, and customer success calls to maximise participation in events, coaching sessions, and appointments.
- Proactively identify customer needs and provide tailored support and solutions.
- Monitor customer engagement and intervene early where clients may be disengaging.
- Drive long-term customer success, loyalty, and retention.
Account Management & Retention
- Support the Head of Key Account Management with customer retention strategies and initiatives.
- Manage high-value and priority customer accounts.
- Identify clients at risk of cancellation and implement effective retention plans.
- Conduct customer reviews and wellbeing check-ins to understand customer satisfaction and success.
- Deliver personalised support to maximise customer outcomes and programme value.
Credit Control & Payment Support
- Contact customers regarding outstanding balances and payment arrangements.
- Support Premium Credit agreements, documentation, and customer communications.
- Manage approved payment plans and maintain accurate records.
- Handle sensitive financial conversations professionally while preserving positive customer relationships.
- Escalate issues and recommend solutions where appropriate.
Leadership & Team Support
- Provide guidance, coaching, and support to Customer Service team members.
- Assist with onboarding and training of new colleagues.
- Share best practices and contribute to continuous team development.
- Support the management team with customer service projects and process improvements.
- Lead by example in delivering outstanding customer experiences.
Administration & CRM Management
- Maintain accurate customer records and CRM updates.
- Log all customer interactions and communications.
- Ensure customer information is accurate, compliant, and up to date.
- Produce customer service reports and insights when required.
- Monitor key customer service metrics and identify trends.
Collaboration & Continuous Improvement
- Work closely with Customer Operations, Finance, Sales, Events, Credit Control, and Delivery teams.
- Contribute ideas and recommendations to improve customer experience and operational efficiency.
- Support the implementation of new customer service initiatives and processes.
- Meet and exceed departmental KPIs, customer satisfaction targets, and retention objectives.
What We're Looking ForEssential Skills & Experience
- Minimum 3+ years' experience in customer service, customer success, account management, client relations, or customer retention.
- Proven experience managing customer relationships and resolving complex customer issues.
- Excellent verbal and written communication skills.
- Strong stakeholder management and relationship-building abilities.
- Highly organised with exceptional attention to detail.
- Ability to manage multiple priorities and customer accounts simultaneously.
- Strong problem-solving and decision-making skills.
- Professional, empathetic, and customer-focused approach.
- Experience mentoring, coaching, or supporting team members.
- Confidence handling customer retention, complaints, conflict resolution, and difficult conversations.
- A natural ownership mentality with a passion for finding solutions.
Desirable Experience
- Experience within a coaching, education, events, training, or service-based business.
- Experience in customer retention, collections, finance administration, or account management.
- Knowledge of CRM systems and customer success platforms.
- Experience working in a high-growth environment.
- Understanding of trades, construction, or business coaching sectors.
What We Offer
- Competitive salary of £35,000 – £40,000 per annum
- Company pension scheme
- Career development opportunities and sponsored qualifications
- Leadership development and progression opportunities
- Full equipment provided
- Regular company events and team socials
- Free on-site parking
- 20 days annual leave plus bank holidays
- Birthday off
- Access to our brand-new 20,000 sq. ft. Trade Mastermind University HQ
- Supportive, ambitious, and high-performing team environment
Why Join Trade Mastermind?
At Trade Mastermind, we don't just support our clients—we help transform businesses and lives.
As a Senior Customer Service Specialist, you will play a key role in shaping customer experiences, driving customer success, strengthening customer retention, and supporting the growth of both our clients and our team.
This is not a role for someone who simply answers tickets and follows processes. This is a role for a professional who takes ownership, solves problems, builds relationships, protects customer value, and helps create exceptional outcomes for both our customers and our business.
If you're an experienced customer service professional looking to step into a senior position within an industry-leading company, we'd love to hear from you. Apply today.
Pay: £35,000.00-£40,000.00 per year
Work Location: In person
