About this role

Nova Talent is pleased to be recruiting an Account Specialist on behalf of our client, a leading provider specialising in customs formalities and compliance solutions. This role offers an exciting opportunity to manage key client relationships, ensure smooth operations, and contribute to the delivery of exceptional customer experiences.

In this role, you will act as the primary point of contact for assigned client accounts, ensuring their needs are met whilst building strong, long-term relationships. You will be responsible for managing and supporting these accounts to drive satisfaction, loyalty, and overall success.

Strong communication skills, both written and verbal, are essential to effectively engage with clients and collaborate across internal teams. Delivering an outstanding customer experience will be at the core of your responsibilities.

Salary & Benefits: £26,500, Pension Scheme & 29 Days Holiday

Key Responsibilities:

  • Serve as the main liaison for all account management-related matters.
  • Provide proactive support to clients, ensuring timely resolution of issues.
  • Manage relevant communication channels, such as shared mailboxes or client enquiries.
  • Communicate professionally and positively with internal teams and stakeholders.
  • Coordinate with internal teams to ensure accurate and timely delivery of services in line with client expectations.
  • Support onboarding and training of new client-facing team members.
  • Monitor service levels and take action to address any potential risks of non-compliance.
  • Build and maintain strong, collaborative relationships with clients and internal teams.
  • Act as an intermediary to resolve complex client concerns or operational issues efficiently.
  • Share business or process updates with clients as needed.
  • Conduct quality assurance checks to ensure service standards are met.
  • Track and analyse recurring client issues, escalating when necessary to achieve resolution.
  • Identify unusual client activity or trends and address them proactively.
  • Maintain accurate client records, ensuring all required information is up to date.
  • Report system or process issues to management as needed.
  • Keep customer relationship management (CRM) systems updated in real time with client interactions.
  • Oversee the handover of new clients to ensure a smooth onboarding experience.
  • Perform additional tasks as assigned to support overall team and organisational objectives.

What we are looking for:

  • Positive, proactive attitude with a willingness to embrace change.
  • Strong team player with problem-solving mindset.
  • Knowledge of customs processes through experience or qualification.
  • Background in client support or account management preferred.
  • Excellent communication and presentation skills across all levels.
  • Proficient in CRM systems and Microsoft Office tools.
  • Confident in delivering client-focused solutions.
  • High attention to detail with ability to manage multiple priorities.
  • Strong organisational skills and ability to work under pressure.
  • Exceptional customer service and interpersonal skills.