Liquidline is the fastest-growing commercial coffee solutions provider in the UK and Ireland—not that we’re bragging! Our customers are companies that take pride in offering quality refreshments to their employees and clients. Our success is built on outstanding customer service, hard work, and a strong team culture. We believe in delivering WOW experiences to both our customers and our valued employees. We are proud to be Great Place to Work certified, a testament to our dedication to fostering a culture of support, growth and development, as well as promoting well-being, and winning together. With our core company values—passion, thoughtfulness, responsiveness, innovation, and smart working—at the very heart of our business, we are committed to cultivating an environment that inspires excellence.
As a Customer Account Resolution Executive (CARE), you will join a dynamic, customer-focused department responsible for providing our customers with a first-class customer care resolution to invoice, contract, and end-of-term queries. You will lead on managing the delivery of exceptional quality and accuracy in the setup of contracts and billing frequency, and will be able to effectively communicate internally and externally to help sustain a smooth daily operation. The Customer Account Resolution Executive will be highly customer-focused, always giving outstanding customer service to both our UK and Ireland based customers.
The Role – Customer Account Resolution Executive
* To answer any customer queries in a timely and efficient manner via phone and email.
* To support and lead on the termination of customer contract process.
* To support the customer through the termination process which will involve; raising invoices, placing the account billing on hold, raising collections where required and closing the account on Eagle, our ERP system.
* To support with account management with customers, providing directional guidance and support on a variety of issues.
* To lead on any customer account amendments after installation such as billing frequency and internal contract queries.
* To maintain accurate and thorough customer records in our ERP system.
* To work alongside the Head of Customer Experience, and other departments to support with any other ad hoc work when required.
What You Will Need in the Role of Customer Account Resolution Executive
* Working Knowledge of Microsoft Office Applications, in particular Outlook, Word, Excel.
* Previous experience of using an internal CRM system.
* Excellent communication skills, both written and verbal.
* Proven ability to manage and prioritise a heavy workload.
* Clear communicator, avoiding ambiguity or uncertainty making sure that you are easy to understand.
* Positive, 'can do' attitude.
* Responsive, with a service-driven approach to deliver the 'wow' factor.
What You Will Learn & What Liquidline Can Offer You
Being a part of Liquidline is more than just a job - it's a chance to grow, develop and thrive! We are deeply invested in the success of our team and our comprehensive benefits package is designed to support and reward our employees. The package includes, but is not limited to:
* 25 Days Annual Leave + Bank Holidays: Extra time off to rest and recharge.
* Long Service Annual Leave Entitlement & Buy/Sell Scheme: More flexibility for your time off needs.
* Candidate Referral Program: Help grow our team and earn rewards.
* Company Bonus Scheme: Celebrate success with us.
* Enhanced Sick Pay: Supporting you when you need it most.
* Enhanced Parental Leave: Comprehensive support for your family journey.
* Salary Sacrifice Pension Scheme: Save for your future with ease.
* Life Assurance & Income Protection (UK Only): Peace of mind for you.
* HSF Health Plan: Access affordable healthcare.
* YuLife Wellbeing Platform: One stop shop for wellbeing, rewards and support.
* Employee Assistance Programme: Mental health support, virtual GP services and more.
* Menopause Support via Stella App: Tailored support for this stage of life.
* Lunch on Liquidline & Bi-Annual Conferences: Enjoy lunch on Liquidline, and Bi Annual company conferences.
Liquidline is a fast-growing, family-owned business that has expanded from 92 to over 300 employees since 2020. With ambitious plans for the next five years, there's never been a better time to join us! Our dynamic and innovative environment offers endless opportunities for personal and professional growth.
We are proud to be an Equal Opportunities Employer, treating everyone with fairness, respect and appreciation. At Liquidline, we embrace diversity and value the unique experiences and perspectives of every individual. Together, we are always Winning Together!
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