B2B Customer Query Manager

B2B Customer Query and Service Manager

• Location: Remote (with occasional visits to Loudwater or Wimpole, approx. once every couple of weeks)
• Rate: £300 Inside IR35
• Duration: 4 months

About the Role

Our client is looking for a proactive and customer-focused B2B Customer Query and Service Manager to take ownership of our B2B customer query mailbox. This role is key to improving response times and restoring confidence among our strategic partners following recent operational changes. Acting as the first point of contact for B2B customers, you'll ensure queries are acknowledged, prioritized, and resolved promptly-either directly or by coordinating with internal teams.

What You'll Do

• Manage the B2B Mailbox: Monitor and triage incoming queries, ensuring timely acknowledgement and prioritization.
• Customer Communication: Respond to non-credit control queries and keep customers informed throughout the resolution process.
• Internal Coordination: Escalate issues to relevant teams (Credit Control, Billing, Master Data, Finance) and follow up to ensure resolution.
• Track and Report Issues: Log recurring problems to identify process improvements and support future service design.
• Support Process Development: Help shape a structured B2B customer service model as the business evolves.

What We're Looking For

• Strong customer service and communication skills with a professional, empathetic approach.
• Ability to manage and prioritize a high volume of queries effectively.
• Experience in finance operations (billing, accounts receivable, master data, credit control) is desirable.
• Problem-solving mindset and attention to detail.
• Proficiency in Microsoft Outlook and Excel; ERP experience (D365) is a plus.
• Comfortable working in a fast-paced, evolving environment.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.