Senior Customer Experience Executive

Senior Customer Experience Executive Hybrid working with 2 office days/week in the Surrey areaHours 9.00am-5.30pm Monday to FridayAn 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 overviewSupporting customers via chat, email, and phone using App and Web platformsResolving queries quickly, empathetically, and accuratelyHandling complaints and complex or sensitive casesSpotting trends and suggesting service improvementsHelping to refine processes, macros, and help centre contentLiaising with third partiesWe''re looking forExperience in customer-facing roles, preferably in regulated environmentsConfidence handling complex situations, remaining calm under pressureStrong attention to detail and problem-solving skillsA proactive, improvement-focused mindsetClear, friendly written communication with strong attention to detailExperience with tools such as Intercom or ZendeskAn interest in automation ..... full job details .....