• Location: 133 Creek Road, London, England, SE8 3BU

• Industry: Accounting / Business Services

• Working hours: 37.5 hours / week

• Salary: £38,700 – £40,000 per annum

About us: A2B Tax is a trusted accounting firm based in London, specialising in providing tailored financial and tax services to small and medium-sized businesses across a variety of industries. We pride ourselves on delivering expert guidance, timely service, and strong client relationships that help our clients thrive. As we continue to grow, we’re looking for a dedicated Customer Service Manager to lead our client support function and ensure exceptional service at every touchpoint.

Role Summary: As the Customer Service Manager, you will be responsible for overseeing and enhancing our client service operations. You will lead a small team, act as the main point of contact for escalated client matters and ensure smooth coordination between the customer service and accounting teams. This role requires a proactive and organized individual with strong communication skills and a keen understanding of the needs of business clients.

Key Responsibilities:
• Manage and develop the customer service team to ensure high-quality service delivery to SME business clients.
• Act as the escalation point for client concerns, resolving complex issues with professionalism and efficiency.
• Coordinate with accounting staff to ensure accurate and timely responses to client inquiries related to accounts, tax submissions, deadlines, and service updates.
• Monitor service performance metrics and client feedback to identify areas for improvement and implement necessary changes.
• Ensure client records and interactions are accurately maintained in our CRM system.
• Develop and update internal processes and client service guidelines to support consistency and compliance.
• Conduct regular training and coaching for the customer service team to maintain excellent service standards.
• Represent the voice of the client in internal meetings and contribute to service enhancement initiatives.

Requirements:
• Proven experience in a customer service leadership role, ideally within an accounting, financial services, or B2B environment.
• Strong understanding of the needs of SME clients across diverse sectors.
• Exceptional communication, problem-solving, and interpersonal skills.
• Experience working collaboratively with professional service teams such as accountants or tax advisors.
• Proficient in CRM systems, Microsoft Office Suite, and comfortable with handling sensitive client data.
• Highly organised, detail-oriented, and capable of managing multiple priorities under pressure.
• A degree in Business Administration, Accounting, or a related field is preferred.

What We Offer:
• 28 days paid annual leave
• Supportive, collaborative working environment
• Regular training and professional development opportunities
• Exposure to a wide range of industries and client types, supporting career enrichment
• Annual team-building events and employee appreciation initiatives