Senior Customer Experience Executive

Senior Customer Experience Executive Home working, with 1 day each Month meeting in London EC3R 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 ..... full job details .....