Senior Customer Experience Executive job at United Kingdom , Guildford Full Time

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.

• 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

Some experience with AI tools or automation would be ideal

• 25 days holiday plus Bank Holidays
• Hybrid working for a good work/life balance
• Competitive salary
• 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