At a Glance
- Tasks: Provide top-notch customer service and support across various operational matters.
- Company: Join The Crown Estate, a unique business with a rich heritage.
- Benefits: Enjoy 28 days holiday, flexible working, and market-leading family policies.
- Other info: Collaborative team environment with opportunities for continuous learning and improvement.
- Why this job: Make a real impact by enhancing customer experiences and loyalty.
- Qualifications: Strong customer service experience and proficiency in Microsoft Dynamics 365.
The predicted salary is between 31500 - 38500 £ per year.
At The Crown Estate, we are driven by our purpose to create lasting and shared prosperity for the nation.
Our customers are central to achieving that ambition, and we want every interaction with us to feel responsive, positive and valued.
As a Customer Service Executive within our Operations team, you will help deliver our customer strategy by providing high-quality service and support across a broad range of operational matters.
You will engage directly with customers and internal stakeholders, both through our CRM platform and in person, ensuring communications are timely, accurate and focused on customer needs.
Through proactive engagement, effective problem-solving and careful listening, you will help strengthen customer loyalty, retention and advocacy.
You will also ensure that customers' voices are heard and that their feedback contributes to the continuous improvement of our services., This is an opportunity to join a collaborative customer team and make a visible contribution to the quality and consistency of the service we provide.
The role is based in London and is customer-facing, requiring regular in-person presence while supporting flexible working arrangements.
You will
- Act as a key point of contact for customers, managing enquiries and providing clear, proactive communications that keep people informed and engaged.
- Resolve customer queries and complaints efficiently, fairly and in line with relevant policies and service standards.
- Identify complex or higher-risk issues and escalate them appropriately to the Senior Customer Service Manager.
- Capture customer feedback, concerns and recurring issues, using these insights to identify opportunities for service improvement.
- Maintain accurate and detailed customer records within Microsoft Dynamics 365.
- Monitor service performance and produce regular reporting on enquiries, complaints, customer satisfaction, KPIs and service-level agreements.
- Support the implementation of new customer engagement technology and encourage effective CRM use across the organisation.
- Work flexibly across the team, contributing to projects and supporting colleagues where needed to help deliver shared customer objectives., We value that you get more time with your family and friends.
Therefore, we offer everybody 28 days paid holiday, 2 volunteering days and the option to purchase further holiday.
- Flexible working
- We value work-life balance highly, therefore we have flexible & hybrid working policies.
- Market leading family friendly policies
- We want the support we offer to be inclusive of everyone, reflective of the wide range of situations people face in life.
- Strong customer service experience gained in a varied, fast-paced environment.
- Experience of managing and resolving complaints or disputes with professionalism, care and sound judgement.
- Confidence using Microsoft Dynamics 365 or a comparable CRM platform, alongside strong general digital and IT skills.
- Excellent written and verbal communication skills, with the ability to listen actively, build rapport and adapt communication for different customers and stakeholders.
- Strong organisational, time-management and information-management skills, with close attention to detail.
- An analytical and curious approach, with the ability to recognise trends, risks and opportunities within customer information and feedback.
- A proactive and improvement-focused mindset, with the confidence to identify recurring issues and suggest practical solutions.
- Resilience and composure when handling sensitive or challenging customer interactions.
- A collaborative, adaptable and empathetic approach, including a willingness to support colleagues and contribute wherever priorities require.
- An openness to new ideas, technologies and ways of working, together with a commitment to continuous learning and improvement.
- About The Crown Estate
The Crown Estate is a unique business with a distinct heritage and a portfolio unlike any other.
It includes some of central London's best places to work, shop and spend time, retail and leisure destinations across the country, and a substantial rural portfolio.
As manager of the seabed and half the foreshore around England, Wales and Northern Ireland, we play a role in the UK's world-leading offshore wind sector as well as marine aggregates, cables and pipelines.
We are also responsible for the Windsor Estate, including the world-renowned Windsor Great Park.
- Founded in 1760 Co-workers 579 Operations
- The Crown Estate, 1 St James Market
- Hybrid
As well as a competitive salary, pension and performance related bonus offering, we have a wealth of benefits available ranging from flexible working; market leading family policies and shopping discounts in the West End, to private healthcare; life and critical illness cover and 28 days holiday with the option to buy more.
We value work life balance and your wellbeing highly, enabling you to be your best self to work.
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Customer Service Executive in City of Westminster employer: The Crown Estate
The Crown Estate is an exceptional employer, offering a dynamic work environment in the heart of London where innovation and collaboration thrive. Employees benefit from a strong focus on professional development, with ample opportunities for growth and advancement within the organisation. The inclusive culture fosters teamwork and encourages diverse perspectives, making it a rewarding place to contribute to impactful financial strategies in urban real estate.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Crown Estate. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Crown Estate before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Executive in City of Westminster
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Crown Estate:Your cover letter is your chance to shine! Tell us why you want to work at The Crown Estate specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Crown Estate!
How to prepare for a job interview at The Crown Estate
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
