Customer Service Account Handler

Salary: Competitive, depending on experience
Hours: Monday to Friday, 08:30–17:00
Location: Gillingham, Kent
Contract: Permanent

We’re recruiting on behalf of a well-established organisation within the fire and security sector for a Customer Service Account Handler to join their Service Support Team in Gillingham.

You’ll manage a portfolio of clients, acting as a key point of contact and ensuring planned maintenance and remedial works are coordinated efficiently. Building strong client relationships will be an important part of the role, alongside ensuring excellent customer service and meeting agreed service levels.

Key responsibilities

• Coordinate planned maintenance and remedial works between engineers and clients.
• Manage follow-up actions, including emails, purchase orders and documentation.
• Ensure services are delivered within agreed KPI deadlines.
• Build and maintain strong, professional client relationships.
• Respond promptly and effectively to client enquiries, escalating where appropriate.
• Coordinate emergency call-outs in line with contractual KPIs.
• Carry out general administration, including data entry and maintaining accurate records.
• Process documentation in line with company procedures and ISO standards.
• Work closely with and provide support to the wider Service Support Team.
• Attend occasional client site visits when required.

What we’re looking for

We’re looking for a confident and customer-focused individual who enjoys building relationships and working in a busy service environment.

You’ll ideally have:

• Previous experience in customer service, account management, coordination or administration.
• Excellent communication and interpersonal skills.
• A professional, articulate and empathetic approach to customers.
• Strong attention to detail and a commitment to accuracy.
• The ability to prioritise workloads and work effectively to tight deadlines.
• A resilient, proactive and solution-focused approach.
• The ability to work independently while also contributing positively to a team.
• Good working knowledge of Microsoft Office.

Benefits

• Competitive salary, depending on experience.
• 25 days’ annual leave, plus Bank Holidays.
• Company pension scheme.
• Training and development opportunities.
• Support towards professional qualifications and career progression.
• Medicash health plan.
• Company parking.
• Wellbeing and mental health support.
• Employee discount scheme.
• Employee referral scheme.
• Supportive and inclusive working environment.