Customer Service Specialist in Gravesend

This is an excellent opportunity to join a growing and highly successful service provider operating across multiple specialist divisions including Drainage, Pumps, and Electrical Services. The business has established an outstanding reputation for customer service, operational excellence, and long-term client relationships, supporting a broad portfolio of commercial and residential property clients nationwide.

As part of continued growth, the business is seeking a Sales Support / Customer Service Specialist to play a pivotal role in supporting both customer retention and revenue generation. This position offers a unique blend of customer service, account management, and sales support responsibilities, making it an ideal opportunity for an ambitious individual looking to develop a long-term career within a commercially focused environment.

The company prides itself on its collaborative culture, employee development, and commitment to promoting from within. You will work closely with Customer Relationship Managers, Business Development Managers, and operational teams whilst becoming a key contributor to business growth and customer satisfaction.

The Role

Reporting to the Commercial Team, the successful candidate will be responsible for supporting customer accounts, assisting the sales function, managing client communications, and ensuring the smooth delivery of commercial and administrative processes.

The successful candidate will be a confident communicator with excellent organisational skills, capable of managing multiple priorities whilst maintaining exceptional attention to detail and customer service standards.

Role Responsibilities:

• Customer Service & Account Management
  • Act as a key point of contact for customers, providing a professional and responsive service.
  • Build and maintain strong relationships with clients, managing agents, and key stakeholders.
  • Support newly onboarded accounts throughout their initial onboarding period, ensuring a seamless customer experience.
  • Manage customer enquiries, service requests, and day-to-day account activity.
  • Re-engage lapsed accounts and identify opportunities to strengthen customer relationships.
  • Attend customer meetings alongside Customer Relationship Managers where required.
  • Support the management and development of both existing and new customer accounts.
• Sales Support & Commercial Assistance
  • Provide support to the Business Development team, ensuring continuity of service whilst colleagues are attending meetings or travelling.
  • Follow up outstanding quotations and sales opportunities across multiple regions.
  • Chase purchase orders and support the timely conversion of quotations into confirmed works.
  • Assist with internal sales administration and process management.
  • Support commercial reporting and sales pipeline activity.
  • Identify opportunities to cross-sell additional services across the business.
  • Research and identify new business opportunities, prospects, and managing agents.
• Tender & Contract Administration
  • Assist with the preparation and submission of tender documentation.
  • Track tender deadlines and ensure submissions are completed accurately and on time.
  • Manage account documentation, agreements, terms, and compliance records.
  • Maintain accurate records of customer contracts and supporting documentation.
• Lead Generation & Research
  • Conduct research into prospective clients and target sectors.
  • Prepare account intelligence and background information ahead of client meetings.
  • Assist with the identification of new sites and opportunities for the sales team.
• Systems & Reporting
  • Maintain and update CRM systems with accurate customer and sales information.
  • Ensure portals and internal systems remain fully up to date.
  • Produce reports relating to customer feedback, sales activity, account performance, and business development opportunities.
  • Support the wider commercial team with reporting and administration requirements.

The successful candidate should have the ability to support the wider business objectives whilst maintaining exceptional customer service and commercial awareness.

Person & Skills Required:

• Previous experience within Customer Service, Sales Support, Internal Sales, Account Management, or Commercial Administration.
• Excellent communication skills, both verbal and written.
• Professional and confident telephone manner.
• Strong relationship-building and customer engagement skills.
• Highly organised with exceptional attention to detail.
• Experience using CRM systems and maintaining accurate customer records.
• Strong administrative and multitasking capabilities.
• Ability to work effectively both independently and as part of a team.
• Commercially aware with a proactive and target-focused approach.
• Proficient in Microsoft Office, including Outlook, Word, and Excel.
• Positive attitude with a willingness to learn and develop.

Desirable:

• Experience within Facilities Management, Property Services, Drainage, Electrical, Engineering, or Service Industries.
• Knowledge or experience of NPS (Net Promoter Score) processes and customer satisfaction measurement.

The business has an exceptional commercial and operational team that prides itself on customer retention, service delivery, and long-term client partnerships. Continued investment in people, systems, and infrastructure has enabled significant growth, whilst maintaining the high standards and personal service that have become synonymous with the organisation. The successful candidate will join a supportive and ambitious environment where contribution is recognised, development is encouraged, and career progression is genuinely achievable.

Send your CV for immediate consideration and interview.