Customer Service & Acquisitions Lead

About the role

The Customer Service & Acquisitions Lead will be the primary point of contact for new and existing customers, driving growth through lead conversion and ensuring a high‑quality service experience. You will manage enquiries, oversee onboarding, support billing and credit control, and help shape service performance reporting.

Key responsibilities

• Identify and generate new customer leads via research, networking, events, referrals and digital channels.
• Maintain a robust pipeline of prospects and convert qualified leads into paying customers.
• Handle customer enquiries, complaints and service issues, delivering a professional and responsive experience.
• Contact customers ahead of contract renewals, discuss options and build lasting relationships.
• Set up new customer accounts, raise invoices, process payments and reconcile transactions from Stripe, GoCardless and bank transfers.
• Support credit‑control activities and minimise overdue debt.
• Manage customer departures and coordinate equipment returns where required.
• Prepare regular performance reports, dashboards and analyse acquisition data to identify improvement opportunities.
• Assist with internal and external audit requirements and help develop service and acquisition processes.

Required profile

• Organised and motivated individual with a strong eye for detail.
• Excellent communication and relationship‑building abilities.
• Ability to understand customer needs and present suitable connectivity solutions.
• Proactive approach to problem solving and continuous improvement.

Required skills

• Experience using Stripe for payment processing.
• Experience using GoCardless for payment processing.