Location: Baglan – Office-based with travel (10–15% per week), moving to Fforestfach in Spring 2026
Salary: £32,000 per annum
Contract: Full-time, Permanent
Are you a natural problem-solver with a passion for people? Do you thrive in a fast-paced environment and enjoy leading others to deliver excellent service? If so, this could be your next step!

ABOUT THE ROLE

We’re looking for a Customer Service & Account Manager to oversee a small team of two customer service agents (with potential to grow as the business expands) while also managing relationships with key customers. You’ll play a vital role in ensuring our clients receive outstanding service, queries are resolved quickly, and accounts are nurtured for long-term success.
The role is primarily office-based, but you’ll also spend around 10–15% of your time visiting customers or attending meetings off-site.

WHAT YOU’LL BE DOING

· Leading, coaching, and supporting a team of two customer service agents (with scope for growth).
· Acting as the main point of contact for key customers, ensuring they receive high-quality service.
· Handling escalated customer queries, complaints, and problem-solving with confidence.
· Building strong client relationships, identifying opportunities to strengthen accounts.
· Spending 10–15% of your week travelling to customer sites or meetings.
· Monitoring performance, ensuring service levels and KPIs are met.
· Supporting process improvements and helping the team work smarter, not harder.
· Collaborating with operations and sales teams to deliver seamless service.