Job Description

Customer Service Administrator

Location:

Battlefield Enterprise Park, Shrewsbury

Pay:

From 25,000 per year (depending on experience)

Hours:

Full-time

Start Date:

Positions available immediately

Are you looking for a friendly, professional workplace - whether full-time or substantial part-time hours?

Mercian Accountants and Clarke & Wright, well-regarded accountancy and estate-planning firms in Shrewsbury, are seeking reliable and organised

Customer Service Administrators

to join their growing teams. These varied roles suits someone who takes pride in keeping things running smoothly, enjoys client contact, and is confident in supporting both clients and colleagues.

Key Responsibilities

Manage and progress a personal portfolio of client cases from instruction to completion. Act as the primary client services point of contact for clients within your case portfolio. Respond promptly and professionally to client calls and emails. Handle client cases relating to accounts, tax returns, wills, trusts, and lasting powers of attorney. Schedule appointments and consultations for accountants, advisers, and paralegals. Maintain accurate and up-to-date client records within the case management systems. Prepare and issue client correspondence, engagement letters, and information packs. Monitor case timelines to ensure all tasks and follow-ups are completed on time. Liaise with colleagues to ensure smooth case progression. Provide regular updates to clients regarding the status of their work. Complete ID verification and anti-money laundering checks in line with compliance procedures. Handle all client data and documentation in accordance with data protection and confidentiality requirements. Coordinate document signing appointments, in person or remotely. Manage incoming and outgoing post. Record client feedback and escalate service issues where appropriate. Support colleagues during busy periods and team projects to maintain service levels. Contribute to the continuous improvement of administrative processes and client experience.

What We're Looking For

Excellent written and verbal communication skills with a professional telephone manner. Strong organisational and time management abilities, with the capacity to prioritise effectively. High attention to detail and accuracy in document handling and record keeping. Confidence managing your own caseload while meeting deadlines and maintaining service standards. Empathetic and client-focused approach, maintaining professionalism in sensitive situations. Team-oriented attitude with the ability to collaborate effectively across departments. Sound understanding of confidentiality, data protection, and compliance procedures. Competent in using Microsoft Office. Adaptable and proactive, with a positive approach to learning and process improvement. Experience in legal, financial, or professional services (desirable but not essential).

What We Offer

Competitive pay with regular reviews. Paid holiday entitlement - 28 days per year A company laptop and iPhone. One day of home working per week (following probation). A friendly, supportive team and a positive, professional working environment. Opportunities to develop your skills and take on greater responsibility over time.
If you enjoy being part of a team where everyone pulls together, and your experience matches the role, we'd be delighted to hear from you.

How to Apply:

Please send a short message or email explaining your qualifications and experience, your availability to start, why you'd like to join us, and why we'd be pleased if you did.

Job Types: Full-time, Permanent

Pay: From 25,000.00 per year

Benefits:

Free parking On-site parking
Education:

A-Level or equivalent (preferred)
Experience:

Office: 1 year (preferred)
Location:

Shrewsbury SY1 3FE (preferred)
Work Location: In person