Customer Account Administrator

Edenbridge, Kent | £28K | Office-based Overview We are looking for a proactive, people-focused candidate to manage day-to-day customer service operations while turning customer feedback into valuable insights for product, marketing, and marketplace teams. This role combines team coordination, hands-on customer support, and insight-driven content improvement. Key Responsibilities Customer Service & Team Coordination • Oversee and support a small remote customer service team • Manage workload, service quality, and response standards • Handle complex or escalated customer queries and complaints • Liaise with internal teams to resolve delivery or fulfilment issues Customer Insight & Reporting • Analyse customer feedback and produce regular reports • Identify trends, product issues, and improvement opportunities • Manage and respond to online reviews • Maintain accurate CRM records and customer data Content & Marketing Support • Use customer insights to improve product listings and FAQs • Support marketing and marketplace teams with content ideas • Help refine messaging, product descriptions, and ad briefs • Highlight common customer questions and objections CRM & Operations • Manage CRM system and ensure data accuracy • Extract data and generate reports • Improve processes and drive operational efficiency About You • 2+ years’ customer service experience • Experience coordinating or supporting a team (ideal) • Confident handling escalations and sensitive situations • Strong communication and organisation skills • Comfortable using CRM systems • Analytical mindset with an interest in customer insight Benefits • Company pension • Employee discount • Free on-site parking • Casual dress