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- Tasks: Support customers via chat, email, and phone while improving processes and systems.
- Company: Fast-moving scale-up business focused on customer experience.
- Benefits: Hybrid working, competitive salary, 25 days holiday, and genuine ownership from day one.
- Other info: Join a small, collaborative team and enjoy a good work/life balance.
- Why this job: Make a meaningful impact in a growing business with strong growth potential.
- Qualifications: Experience in customer-facing roles and confidence in handling complex situations.
The predicted salary is between 35000 - 37000 £ per year.
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 matter.
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 parties.
- 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 ideal.
- 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.
Senior Customer Experience Executive in Guildford employer: Venus Recruitment Limited
Contact Detail:
Venus Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Executive in Guildford
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, make sure you can articulate your thoughts clearly and confidently. Role-play with a friend or use online resources to sharpen your skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our awesome team and making an impact in customer experience.
We think you need these skills to ace Senior Customer Experience Executive in Guildford
Some tips for your application 🫡
Show Your Customer-Centric Mindset: When writing your application, make sure to highlight your experience in customer-facing roles. We want to see how you've handled complex situations and resolved queries with empathy and efficiency. Share specific examples that demonstrate your proactive approach to improving customer experiences.
Be Clear and Friendly: Your written communication should reflect the clear and friendly tone we value at StudySmarter. Use straightforward language and keep your sentences concise. Remember, this is your chance to showcase your attention to detail and problem-solving skills, so proofread your application before hitting send!
Highlight Relevant Tools Experience: If you've worked with tools like Intercom or Zendesk, make sure to mention it! We’re keen on candidates who are familiar with these platforms, as well as those who have an interest in automation and AI tools. This will show us that you’re ready to contribute to our scalable support efforts from day one.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us that you’re genuinely interested in joining our team at StudySmarter!
How to prepare for a job interview at Venus Recruitment Limited
✨Know Your Customer Experience Stuff
Make sure you brush up on your customer experience knowledge. Understand the key principles of delivering exceptional service and be ready to discuss how you've applied these in previous roles. Think about specific examples where you've improved processes or resolved complex issues.
✨Show Off Your Problem-Solving Skills
Prepare to share instances where you've handled tricky situations with customers. Highlight your calmness under pressure and how you turned a negative experience into a positive one. This will demonstrate your ability to manage complaints effectively.
✨Familiarise Yourself with Tools
Since the role mentions tools like Intercom or Zendesk, it’s a good idea to get familiar with them if you haven't already. Even if you haven’t used them directly, understanding their functionalities can help you speak confidently about how you would leverage such tools in your role.
✨Be Ready to Discuss Improvements
Think about ways you could enhance customer support functions. Be prepared to suggest potential improvements based on your past experiences. This shows that you’re proactive and focused on continuous improvement, which is exactly what they’re looking for.