Senior Customer Experience Executive

Description:

Senior Customer Experience Executive
Hybrid working with 2 office days/week in the Surrey area
Hours 9.00am-5.30pm Monday to Friday
An exciting opportunity to join a fast moving ‘scale-up’ business and play a key role in shaping their customer experience function.
This role goes beyond traditional customer support, as you’ll take ownership of customer interactions, while contributing to the ongoing development and scalability of the customer support function.
Managing a wide range of enquiries, you’ll deliver a consistently high standard of service while identifying opportunities to improve processes, systems, and customer outcomes. This is an opportunity to make a meaningful impact in a growing business where quality, accountability, and momentum matters.
Role overview

Supporting customers via chat, email, and phone using App and Web platforms
Resolving queries quickly, empathetically, and accurately
Handling complaints and complex or sensitive cases
Spotting trends and suggesting service improvements
Helping to refine processes, macros, and help centre content
Liaising with third partiesWe’re looking for

Experience in customer-facing roles, preferably in regulated environments
Confidence handling complex situations, remaining calm under pressure
Strong attention to detail and problem-solving skills
A proactive, improvement-focused mindset
Clear, friendly written communication with strong attention to detail
Experience with tools such as Intercom or Zendesk
An interest in automation and scalable support
Some experience with AI tools or automation would be idealThis role is offering

Genuine ownership and impact from day one
The chance to shape a growing customer experience function
The opportunity to be a pivotal part of a small, collaborative team with strong growth potential
Hybrid working for a good work/life balance
Competitive salary £35,000–£37,000 DOE, 25 days holiday plus BH