Customer Account Administrator

Edenbridge, Kent £28K Office-based

Overview

We are looking for a proactive, people-focused candidate to manage day-to-day customer service operations while turning customer feedback into valuable insights for product, marketing, and marketplace teams.

This role combines team coordination, hands-on customer support, and insight-driven content improvement.

Key Responsibilities

Customer Service & Team Coordination

• Oversee and support a small remote customer service team
• Manage workload, service quality, and response standards
• Handle complex or escalated customer queries and complaints
• Liaise with internal teams to resolve delivery or fulfilment issues

Customer Insight & Reporting

• Analyse customer feedback and produce regular reports
• Identify trends, product issues, and improvement opportunities
• Manage and respond to online reviews
• Maintain accurate CRM records and customer data

Content & Marketing Support

• Use customer insights to improve product listings and FAQs
• Support marketing and marketplace teams with content ideas
• Help refine messaging, product descriptions, and ad briefs
• Highlight common customer questions and objections

CRM & Operations

• Manage CRM system and ensure data accuracy
• Extract data and generate reports
• Improve processes and drive operational efficiency

About You

• 2+ years' customer service experience
• Experience coordinating or supporting a team (ideal)
• Confident handling escalations and sensitive situations
• Strong communication and organisation skills
• Comfortable using CRM systems
• Analytical mindset with an interest in customer insight

Benefits

• Company pension
• Employee discount
• Free on-site parking
• Casual dress