Customer Service Officer

Acolad is the global leader in content and language solutions. Its mission is to support companies in every industry to scale across markets and enable growth through cutting‑edge technology and localization expertise. Established in 1995, the group is present in 22 countries across Europe, North America and Asia, with over 1,600 employees supported by a network of plus 10,000 linguists around the world. At Acolad, every position is key to our global growth: we know that we will only succeed if our people succeed. Joining Acolad means a unique opportunity for professional development through a collaborative global environment that promotes talent and creativity. We are continuously looking for new talent to support our mission to drive growth and innovation across some of the world’s leading brands.

About The Role

The Customer Services Officer sits within the Customer Excellence Team of Acolad and can support the clients of a specific service, function or contract within the Group. This Customer Services Officer position would sit within the Legal Transcription Team of the UK Scope, based out of the London Office. The Customer Services Officer processes a high volume of transcript requests, court audio and client queries, in order to maintain framework compliance and work in unison with the other members of the UK Customer Excellence Legal Transcription Team. The role is computer‑centric and is office‑based, so the Customer Services Officer will need to live within a commutable distance of our London office (SE1).

Key Responsibilities

• Data entry: uploading hard‑copy and digital court audio and other data to internal systems.
• Monitoring a shared inbox and phone line; responding to routine client enquiries via email and phone.
• Quoting and processing high volumes of transcription requests and invoices using internal ERP system.
• Handling complaints, assisting with reporting, monitoring performance against SLA agreements and compliance against client contracts and frameworks.
• Communicating proactively with team members to ensure full coverage and even workload across staff.

Requirements

Essential skills

• Excellent attention to detail, time management, efficiency and responsiveness.
• Numerical and computer literacy and quick typing speed – Microsoft Excel skills essential.
• Confident and professional telephone/email manner.
• Strong analytical and reporting skills.
• Ability to learn/work in a fast‑paced environment both independently and collaboratively with other members of the team.
• Self‑discipline, enthusiasm and high energy, with a results‑orientated outlook.

Experience Required

• 1–2 years of experience in a customer facing position required.
• 1–2 years of experience in data entry and database management preferred.
• A‑Levels or equivalent qualifications preferred.
• Fluent written and spoken English required.

Benefits

Acolad is committed to creating a diverse and equitable workforce. We believe that diversity, equity, and inclusion in all its forms—gender, age, disability, marital status, ethnic or social origin, religion, belief, or sexual orientation—enrich the workplace. As an equal opportunity employer, we welcome and consider applications from all qualified candidates, regardless of their backgrounds.