Customer Service Specialist

About the role

We are looking for a motivated Customer Service Specialist to join our Solihull office and support our Service Delivery team. The role is ideal for candidates with strong B2B customer service or account support experience who enjoy building relationships and solving problems. You will start by providing administrative support and, with training, progress to managing your own portfolio of customers.

Key responsibilities

• Provide day‑to‑day administrative support to the Service Delivery team.
• Act as a primary point of contact for B2B customers, delivering a high‑quality experience.
• Support Service Delivery Managers in managing customer accounts and service activities.
• Own customer queries and service requests, coordinating internal teams for timely resolution.
• Keep customers informed throughout incident, request and service‑improvement lifecycles.
• Schedule and coordinate customer meetings, service reviews and follow‑up actions.
• Prepare customer reports, service documentation and meeting packs.
• Maintain accurate customer records and up‑to‑date service documentation.
• Monitor service performance against SLAs and KPIs, highlighting risks or trends.
• Assist in the preparation and delivery of regular Service Review meetings.

Required profile

• Proven B2B customer service, customer success or account support experience.
• Strong communication and relationship‑building abilities.
• Ability to coordinate multiple tasks and liaise with internal teams.
• Proactive problem‑solving mindset with attention to detail.
• Desire to develop into a Service Delivery Manager role.

Required skills

What we offer

• Clear career pathway to Service Delivery Management.
• Structured training, mentoring and ongoing support.
• Competitive salary up to £38,000 per year.
• Office‑based role in Solihull, West Midlands.
• Opportunity to work within a fast‑growing managed‑services provider.