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.
What We're Looking For
· Previous experience in a customer service leadership or senior customer support role.
· Strong communication skills — friendly, clear, and professional.
· Ability to manage a small team, motivating others to succeed.
· Organised and proactive, with strong attention to detail.
· Comfortable with account management — building relationships and spotting opportunities.
· Willingness to travel locally/regionally (10–15% of working time).
· Computer literate, with good working knowledge of CRM and MS Office tools.
What's in it for You
· Salary of £32,000 per year.
· The chance to step into a leadership role with career growth potential.
· Be part of a friendly, supportive team where your ideas are valued.
· Office-based role with regular interaction across the business.
· Company events
· Company pension
· Free parking
· Health & wellbeing programme
· On-site parking
· Private dental insurance
Job Type: Full-time
Pay: Up to £32,000.00 per year
Benefits:
* Company pension
* Free parking
* Health & wellbeing programme
* On-site parking
* Private dental insurance
* Private medical insurance
Ability to commute/relocate:
* Port Talbot SA12 7AX: reliably commute or plan to relocate before starting work (required)
Application question(s):
* Our Head Office is scheduled to relocate from Baglan to Fforestfach in Spring 2026; will you be able to commute to Baglan and then to Fforestfach when we move?
Experience:
* Customer Service/Account Management: 2 years (preferred)
Work authorisation:
* United Kingdom (required)
Work Location: In person