Customer Experience Executive

urbanest; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Travel & Cycle to Work Loans

Health & Wellbeing Support

Recruitment Bounty

Generous Pension Contributions

Eyecare Vouchers

Life Assurance Policy

Team Events & Staff Parties

Long Service Awards

Employee Assistance Programme

Training & Development Programme

Half-Price Gym Membership

Health Cash Plan

Job summary

urbanest in Covent Garden, London, is seeking a Customer Experience Executive. The role is based at our head office, 37.5 hours per week, on‑site, with a starting salary of £28,860 per year.

You will manage customer inquiries, support residents, and drive sales opportunities while contributing to a high-quality experience across urbanest. The role involves debt collection activities, liaising with residents and teams, and delivering a consistent customer experience.

Qualifications

• Strong customer service background with a focus on delivering a high-quality experience.
• Excellent written and spoken communication skills, friendly and respectful.
• Ability to work independently and as part of a diverse team; comfortable with IT systems.

Responsibilities

• Deliver an outstanding customer experience at all times, embodying our values of integrity, development, energy, achievement and support.
• Communicate effectively with residents and colleagues, understanding and responding to their needs – in line with urbanest values.
• Confidently manage and convert all sales opportunities; drive sales momentum through engagement and teamwork, online and in person.
• Identify and address potential issues early, minimising disruptions to residents and operations – escalate when required.
• Debt collection activities to maximise revenue and recovery efforts; understand debt collection processes and financial statements.

Skills

Customer service

Communication

Problem solving

IT systems

Teamwork

Cultural awareness

Job description

Location: Covent Garden, London

Salary starting: £28, 860 per year

Hours: 37.5 hours per week. You will work 5 days out of 7, including some weekends and bank holidays on a rota basis between 8:30am and 18:00pm.

This role sits within the Customer Support Team and is based at the urbanest head office. As a Customer Experience Executive, you'll play a key part in the customer to resident experience, from the first initial enquiry through to ongoing resident support.

The role offers a variety of day to day focuses combining customer service, sales enquiry management, resident experience support and accounts receivable activity. You'll be responsible for managing and converting sales opportunities, proactively engaging with residents, resolving requests efficiently, and supporting rent collection.

This is a great opportunity for someone with a strong customer service background who is looking to broaden their skills, take on increased responsibility, and contribute to a high quality, consistent customer experience across urbanest.

Key Responsibilities As Customer Experience Executive

• Deliver an outstanding customer experience at all times, embodying our values of integrity, development, energy, achievement and support.
• Communicate effectively, whether face to face, via telephone or in writing, with residents and colleagues, clearly understanding and responding to their needs – and in line with urbanest general values.
• Confidently manage and convert all sales opportunities. Drive sales momentum through customer engagement and team collaboration, both online and in person.
• Identify and address potential issues early, minimising disruptions to residents and operations – escalating appropriately where required.
• Debt collection activities to maximise revenue and recovery efforts. Demonstrate a solid understanding of debt collection processes and financial statements.
• Proactively build knowledge and awareness of urbanest buildings, teams, policies and ways of working to enable sufficient expertise to respond to and resolve resident queries.

Skills & Experience We're Looking For

• A strong customer service orientation with a passion for creating positive experiences and going above and beyond for others.
• Excellent communication skills, both written and verbal, with a friendly and respectful approach.
• Confidence to use initiative and exercise problem-solving skills, even under pressure.
• Comfortable using various IT systems and databases (training provided for company platforms).
• Ability to work independently and collaboratively as part of a diverse team.
• An open mindset, with respect for people of all backgrounds and cultures.

Benefits

• Travel & Cycle to Work Loans – Helping you get to work in a way that works for you
• Enhanced Maternity & Paternity Leave – Supporting you through life’s most important milestone
• Health & Wellbeing Support – Comprehensive financial, mental, and physical health resources
• Recruitment Bounty – Know someone great? Get rewarded when they join
• Generous Company Pension Contributions – Supporting your future, today
• Free Eyecare Vouchers – Taking care of your vision
• Life Assurance Policy – Peace of mind for you and your loved ones
• Team Events & Staff Parties – Because we believe in celebrating together
• Long Service Awards – Recognising your dedication and loyalty
• Employee Assistance Programme – Free, confidential support when you need it
• Training & Development Programme – Helping you grow your skills and career
• Half-Price Gym Membership – Stay active with The Gym Group
• Health Cash Plan – Claim back on everyday healthcare costs including dental, optical, and wellbeing treatments

This is a wonderful opportunity to join an ambitious, thriving and professional company, located in the heart of London. We started in 2009 and are now a 210+ strong team working every day to embody our values: Integrity, Development, Energy, Achievement and Support.

Our head office is in Covent Garden, and we operate a 24/7 business out of nine communities across the city (King’s Cross, St Pancras, Hoxton, Tower Bridge, Victoria, Vauxhall, City, Westminster and Battersea), with nearly 5,000 total beds. We opened urbanest Battersea in September 2024, one of the world’s most sustainable student accommodation buildings, and look forward to opening our 10th and largest community, urbanest Canary Wharf in 2026. With 1,672 beds, urbanest Canary Wharf will further enhance our sector leading status when it comes to sustainable developments.

Our Communities Each Have a Unique Feel With Buzzing Social Areas And Quiet Study Spaces For Our Residents, And We Are Proud To Offer An Amazing Living Experience For Students Attending Leading Universities Such As King’s College London, University College London, LSE, New York University, University Of Arts, SOAS And Many Others. We Have a Co-ordinated Calendar Of In-house Events To Help Students Discover London And Truly Enjoy Their Time With Us, Ensuring Urbanest Has a Positive Impact During This Developmental Stage Of Their Lives, Serving Us In Our Mission

“To enhance university life by delivering responsible, sustainable communities across London.”

At urbanest we are proud of our incredible work culture, and we all come together at different events throughout the year to celebrate our achievements. We are also pleased to offer numerous staff benefits, including discounted gym membership, travel to work/cycle to work loan, a generous company pension contribution, access to Wellbeing app Headspace, and more. Join us at urbanest and help us achieve our Vision of “a living and working experience better than yesterday; even better tomorrow.”

If you're ready to make an impact and be part of a dynamic, growing team, we would love to hear from you.