Account Support Executive
Location : Bexley – Kent
Reporting To : Customer Experience & Performance Manager
Salary: £29,000 + Bonus
We have an opportunity for a customer-focused Account Support Executive who is passionate about delivering simple, effective solutions and exceptional service at every stage of the customer journey.This role is ideal for a self-starter who enjoys building strong relationships, takes ownership, and is motivated to continuously improve how we support our customers. You’ll play a key role in ensuring every interaction reflects our commitment to excellence, integrity, and innovation.
The Role:
You will act as a key point of contact for customers, supporting them before and after their course or qualification. Using our ‘call first’ approach, you’ll proactively engage with customers, ensuring they feel supported, informed, and confident throughout their experience.
You’ll work collaboratively with internal teams while managing a variety of customer interactions, always aiming to deliver a high standard of service in a clear, efficient, and thoughtful way.
Key Responsibilities:
- Proactively contact customers ahead of scheduled training to ensure they are prepared and supported
- Act as the primary point of contact for customer queries, providing clear, accurate, and timely responses
- Build trusted relationships with customers by being approachable, reliable, and consistent
- Take ownership of customer enquiries from initial contact through to resolution
- Manage booking amendments, transfers, cancellations, and refunds with accuracy and accountability
- Handle complaints with professionalism and empathy, aiming to resolve at first point of contact wherever possible
- Liaise with course operations and assessment teams to resolve issues effectively and efficiently
- Support Business Development Executives and Account Managers with administrative tasks including proposals, quote follow-ups, and meeting preparation
- Identify opportunities to simplify processes and improve the overall customer experience
- Develop and maintain a strong understanding of our products and services
About You:
- You communicate clearly and effectively, with strong listening skills and attention to detail
- You use sound judgement to solve problems and make decisions confidently
- You take ownership of your work and follow through on commitments
- You are proactive in identifying improvements and suggesting new ideas
- You are comfortable using systems and technology and can quickly learn new tools
- You are organised and able to prioritise tasks in a fast-paced environment
- You build positive relationships with customers and colleagues alike
- You adapt to changing business and customer needs with a flexible, solutions-focused mindset
Why Work for us:
- Salary Sacrifice schemes such as ride to work, Pension and Electric Car Scheme
- Great Office Culture
- Free Parking
- Great staff development programs
- Bonus
- Enhanced Holiday Entitlement
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