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- Tasks: Shape customer experience by managing enquiries and improving processes.
- Company: Fast-growing scale-up business with a focus on quality and accountability.
- Benefits: Hybrid working, competitive salary, 25 days holiday, and strong growth potential.
- Why this job: Make a meaningful impact in a collaborative team from day one.
- Qualifications: Experience in customer-facing roles and strong problem-solving skills.
- Other info: Opportunity to work with automation tools and refine customer support processes.
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 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 parties
We’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 ideal
This 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
Locations
Senior Customer Experience Executive in Blackheath, Surrey employer: Venus Recruitment Ltd
Contact Detail:
Venus Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Executive in Blackheath, Surrey
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent developments. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your communication skills! Since you'll be handling customer interactions, it’s crucial to convey your thoughts clearly and empathetically. Role-play with a friend or use online resources to sharpen your responses.
✨Tip Number 3
Prepare for situational questions! Think about past experiences where you’ve handled complex situations or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Senior Customer Experience Executive in Blackheath, Surrey
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 delivered exceptional service, so share specific examples that showcase your skills!
Be Clear and Friendly: Your written communication should reflect the friendly and clear tone we value at StudySmarter. Keep your language approachable and professional, and don’t forget to proofread for any pesky typos or errors!
Demonstrate Your Problem-Solving Skills: We love a proactive mindset! In your application, mention instances where you’ve identified opportunities for improvement or streamlined processes. This shows us you’re not just about handling queries but also about making things better.
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’re considered for this exciting opportunity to shape our customer experience function!
How to prepare for a job interview at Venus Recruitment Ltd
✨Know the Company Inside Out
Before your interview, make sure you research the company thoroughly. Understand their mission, values, and recent developments. This will not only help you answer questions more effectively but also show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Experience Skills
Prepare specific examples from your past roles where you've successfully handled customer interactions, especially in complex situations. Highlight your problem-solving skills and how you've improved processes or outcomes for customers. This will demonstrate your fit for the Senior Customer Experience Executive role.
✨Practice Empathy and Communication
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and empathetically. You might be asked to handle a mock customer query during the interview, so be ready to showcase your calmness under pressure and your ability to communicate effectively.
✨Be Ready to Discuss Improvements
Think about trends you've noticed in customer service and be prepared to suggest potential improvements. This could include ideas for refining processes or using automation tools. Showing that you have a proactive mindset will resonate well with the interviewers looking for someone to shape their customer experience function.