Customer Care Executive

Axon Moore; Preston; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Bonus scheme up to 10% annually

Pension scheme

Employee discounts

Free parking

Job summary

Axon Moore is partnering with a Preston-based business to recruit a Customer Care Executive. The role focuses on owning customer issues from first contact to resolution, coordinating with installers and internal teams to keep customers informed and satisfied.

The successful candidate will be highly organised, proactive and comfortable communicating by phone and email. Experience in customer care or related fields is valued, and office-based hours run Monday to Friday 9am-5.30pm with parking

Qualifications

• Customer focused and genuinely care about delivering a great experience.
• Confident communicator able to speak to customers by phone and email.
• Takes ownership rather than passing problems to someone else.
• Calm and professional when handling complaints or difficult situations.
• Highly organised with excellent attention to detail.
• Able to manage multiple customers and competing priorities.
• Proactive and persistent in chasing outstanding actions.
• Confident problem solver who enjoys finding solutions.

Responsibilities

• Acting as a key point of contact for customer enquiries, complaints and snagging issues.
• Listening to customers, understanding their concerns and finding practical solutions.
• Taking ownership of issues from initial contact through to completion.
• Keeping customers informed and updated throughout the process.
• Arranging remedial appointments with customers and installation teams.
• Coordinating fitters and internal teams to ensure work is completed.
• Monitoring outstanding cases and proactively chasing progress.
• Liaising with Site Managers, housebuilder Customer Care teams and internal departments.
• Managing diaries, appointments and scheduling systems.
• Maintaining accurate records of customer interactions and actions taken.
• Ensuring complaints and remedial works are dealt with within agreed timescales.
• Escalating more complex issues where appropriate.
• Identifying recurring problems and feeding back to relevant teams.
• Supporting improvements to customer satisfaction and reducing repeat complaints.

Skills

Customer focus

Communication

Ownership

Organisation

Multitasking

Proactivity

Problem solving

MS Office

Job description

Customer Care Executive x 2 roles

Preston PR2 | £28,000 + Bonus | Monday to Friday, 9am-5.30pm | Office Based

Are you someone who takes ownership, loves solving problems and genuinely cares about giving customers a great experience?

I'm working with an established and growing business in Preston that is looking for a Customer Care Executive to join its friendly and busy team.

This is a fantastic opportunity for a naturally customer-focused person who doesn't believe in simply passing a problem on. You'll be responsible for taking customer issues from the initial conversation right through to a successful resolution, keeping everyone informed along the way and making sure the customer feels looked after.

My client is a leading UK retailer who have built their reputation on quality, service and strong customer relationships.

The Role

As Customer Care Executive, you'll be at the heart of the customer care process.

You’ll deal with homeowners, housebuilders, site teams and installation partners, managing everything from general enquiries and complaints through to snagging and remedial works.

It’s a varied role where you’ll need to be organised, proactive and confident dealing with people. Most importantly, you’ll need to take ownership. When a customer raises an issue, you’ll make sure it is logged, actioned, followed up and resolved.

What you’ll be doing

• Acting as a key point of contact for customer enquiries, complaints and snagging issues
• Listening to customers, understanding their concerns and finding practical solutions
• Taking ownership of issues from initial contact through to completion
• Keeping customers informed and updated throughout the process
• Arranging remedial appointments with customers and installation teams
• Coordinating fitters and internal teams to make sure work is completed
• Monitoring outstanding cases and proactively chasing progress
• Liaising with Site Managers, housebuilder Customer Care teams and internal departments
• Managing diaries, appointments and scheduling systems
• Maintaining accurate records of customer interactions and actions taken
• Ensuring complaints and remedial works are dealt with within agreed timescales
• Escalating more complex or recurring issues where appropriate
• Identifying recurring problems and feeding back to the relevant teams
• Supporting improvements to customer satisfaction and reducing repeat complaints
• Helping ensure every customer receives a professional, positive and consistent experience

What we’re looking for

I’m looking for someone who is naturally good with people and genuinely enjoys helping customers.

You could be working in customer service, customer care, complaints, property, construction, facilities or another environment where you’ve had responsibility for resolving customer issues and coordinating solutions.

More important than your exact industry background is your attitude and approach.

You’ll need to be

• Customer focused and genuinely care about delivering a great experience
• A confident communicator who is comfortable speaking to customers by phone and email
• Someone who takes ownership rather than passing problems to someone else
• Calm and professional when dealing with complaints or difficult situations
• Highly organised with excellent attention to detail
• Able to manage multiple customers and competing priorities
• Proactive and persistent when chasing outstanding actions
• A confident problem solver who enjoys finding solutions
• Comfortable working with different teams and personalities
• Confident using Microsoft Office and computerised systems
• Positive, personable and willing to get stuck in
• Experience of coordinating appointments, contractors, or field-based teams would be a real advantage.
• Experience within construction, housebuilding, property maintenance or customer complaints would also be beneficial, but isn't essential.

Why join?

This isn’t a role where you’ll simply answer the phone, log a complaint and move on.

You’ll have genuine responsibility for making things happen. You’ll take a customer’s problem, work out what needs to be done, coordinate the right people, keep the customer updated and ultimately get the issue resolved.

You’ll be joining a successful business with many years of heritage, a supportive team and plenty of opportunity to develop your career.

The package

• £28,000 salary
• Bonus scheme up to 10% annually
• Monday to Friday, 9am-5.30pm office based (free parking)
• Pension scheme
• Employee discounts
• Regular team events and recognition programmes
• Career development and progression opportunities

Could this be you?

I’m looking for someone with personality, empathy and a real sense of ownership.

Someone who can take a customer who is frustrated at the beginning of a conversation and leave them feeling that they’ve been heard, looked after and given a great solution.

If you’re a customer-focused problem solver who likes to see things through and takes pride in getting a great result, I’d love to hear from you.