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 Customer Service Specialist who is passionate about helping people, building strong client relationships, and ensuring every customer receives a world-class experience from onboarding through to ongoing support.
If you're energetic, personable, organised, and thrive in a fast-paced environment, we'd love to hear from you.
The Role
As a Customer Service Specialist, you will be the first point of contact for our clients, supporting them throughout their journey with Trade Mastermind. You'll play a key role in onboarding new customers, maintaining engagement, resolving enquiries, supporting retention activities, and ensuring every client receives exceptional service.
Key ResponsibilitiesCustomer Onboarding & Support
- Deliver a warm and professional welcome to all new clients.
- Guide customers through onboarding and introduce them to Trade Mastermind's products, services, and processes.
- Provide exceptional customer support via telephone, email, WhatsApp, and other communication channels.
- Resolve customer enquiries efficiently, professionally, and empathetically.
Client Relationship Management
- Build and maintain strong relationships with customers.
- Conduct attendance, engagement, and check-in calls to maximise participation in events, coaching sessions, and appointments.
- Proactively identify customer needs and provide appropriate guidance and support.
- Support long-term customer success and retention.
Account Management & Retention
- Assist the Head of Key Account Management in managing customer accounts.
- Monitor customer engagement and identify clients at risk of disengaging or cancelling.
- Take proactive action to improve customer satisfaction and retention.
- Ensure timely follow-ups and personalised customer support.
Credit Control & Payment Support
- Contact customers regarding outstanding balances and payment arrangements.
- Assist with Premium Credit agreements, including documentation and customer communications.
- Support approved payment plans and maintain accurate records.
- Handle sensitive financial conversations professionally while preserving strong customer relationships.
Administration & Case Management
- Maintain accurate customer records and CRM updates.
- Log all customer communications and interactions.
- Ensure customer information remains accurate and compliant.
Collaboration & Continuous Improvement
- Work closely with Customer Operations, Finance, Sales, Events, Credit Control, and Delivery teams.
- Contribute ideas to improve customer experience and operational efficiency.
- Meet departmental KPIs, service standards, and response time targets.
What We're Looking For Essential Skills & Experience
- Excellent customer service and relationship-building skills.
- Strong verbal and written communication skills.
- Highly organised with strong attention to detail.
- Ability to manage multiple tasks and customer accounts simultaneously.
- A proactive approach with excellent problem-solving abilities.
- Professional, empathetic, and customer-focused mindset.
- Experience working in a customer-facing environment.
Desirable Experience
- Experience in customer service, account management, client success, or customer support.
- Experience within sales, retention, collections, or finance administration.
- Knowledge of CRM systems.
- Experience in a coaching, training, events, or service-based business.
What We Offer
- Competitive salary of £30,000 – £35,000 per annum
- Company pension scheme
- Career development and sponsored qualifications
- Full equipment provided
- Health & wellbeing programme
- 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. You'll be joining a passionate team dedicated to delivering exceptional customer experiences while making a real difference to the success of trade and construction business owners across the UK.
If you're ready to take the next step in your customer service career and join an industry-leading company, apply today.
Pay: £30,000.00-£35,000.00 per year
Work Location: In person
