Customer Experience Executive

Guide Dogs; Theale; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Annual leave 26d

Real Living Wage Employer

Pension scheme

Flex pot

Job summary

Guide Dogs is seeking a self-motivated Customer Service Executive (internally known as a Supporter Experience Executive) for our Reading site. You will provide first-class support to current and prospective supporters, building lasting relationships and driving satisfaction through every interaction.

You will be the friendly voice guiding supporters, resolving inquiries efficiently in a fast-paced environment, and contributing to a culture of excellent service while upholding our values and

Qualifications

• Experience in customer service preferred.
• Excellent communication skills.
• Empathy and problem-solving abilities.

Responsibilities

• Respond to supporters in a professional, accurate manner using Guide Dogs policies.
• Build relationships with supporters through clear, empathetic communication.
• Handle inquiries and resolve issues to maximise supporter satisfaction.
• Collaborate with the team to share knowledge and maintain a positive customer-focused environment.

Job description

About The Role

This role will be office based at our Reading site. You'll be working 35 hours per week, worked 9am to 5pm, Monday to Friday. Interviews will be conducted W/C 23rd November.

Guide Dogs - Where Every Role Makes a Difference

Come and join us as a self-motivated and purpose-driven Supporter Experience Executive and be part of something life-changing - helping people with sight loss live the life they choose.

About the Role

As a Customer Service Executive (internally known as a Supporter Experience Executive) at Guide Dogs, you will deliver a first-class service to current and prospective supporters, helping to maximise supporter retention and build long-term relationships. You will be an excellent communicator with a passion for customer service, providing professional, empathetic, and effective support across a range of enquiries. Through every interaction, you will play a key role in creating a positive supporter experience and helping to grow and sustain our valued supporter community. This role plays a huge part in ensuring everything we do enables us to deliver on our purpose and exceed expectations.

Key Responsibilities

• Ensure supporters are responded to in a professional manner and information provided is accurate. This involves using extensive knowledge of Guide Dogs policies and procedures as well as utilising own initiative to answer queries.
• Use initiative and emotional intelligence to adapt style and content of the interaction as appropriate to effectively build relationships.
• Handle complaints in a supportive and diplomatic manner with the aim of achieving the highest level of supporter satisfaction.
• Work together as a team and proactively share knowledge and information to ensure a positive, customer focused working environment.

You

You’ll have a proactive approach to gathering and coordinating relevant information, ensuring enquiries are resolved efficiently and effectively. As the friendly and knowledgeable voice of Guide Dogs, you’ll support thousands of supporters, delivering an exceptional experience with every interaction. You’ll thrive in a fast-paced environment, confidently managing multiple priorities while keeping every conversation professional, positive, and personal. Working collaboratively as part of a supportive team, you’ll share knowledge, contribute to team goals, and help create a culture of excellent customer service. Above all, you’ll act with integrity, honesty, and empathy in everything you do.

Benefits

We wouldn't be able to change the lives of people with sight loss without our people. That's why it’s important for us to provide a variety of benefits that reward our colleagues in a way that suits them and recognises the hard work and contribution that they make.

• 26 days annual leave. After three years of continuous employment, this increases to 28 days plus bank holidays.
• Real Living Wage Employer
• Flex pot - equal to a proportion of your annual salary to use on our wide variety of flexible benefits
• The option to buy and sell annual leave
• Discounts and cash-back scheme
• Excellent pension scheme (We will match your pension contributions plus 2% up to a maximum of 9% employer contribution)
• And lots more!

For high volumes of applications, we reserve the right to close adverts earlier than advertised.

About Us

Our Commitment to Diversity and Inclusion

Behind Every Guide Dog Is Someone Like You - We're passionate about creating an inclusive workplace that celebrates and values diversity. Bring your whole self to work regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity, race, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We don't want you to 'fit' our culture, we want you to enrich it.

Safer recruitment

Guide Dogs follow Safer Recruitment practices to ensure we are safeguarding the vulnerable people we work with. As part of this, we require a full work history with any gaps accounted for & a minimum of 2 professional referee details fully covering the past 5 years. If you are applying for a disclosure role, please note that you will be required to undergo an enhanced DBS check and sign up to the DBS update service.

At Guide Dogs, we believe in fair and equitable hiring practices. A criminal record will not automatically disqualify an applicant from consideration for a position. Each case will be evaluated individually. We encourage all candidates to disclose relevant information, and we assure you that it will be handled confidentially and fairly.

If you are successful you will need to provide evidence of your right to work in the UK via our digital ID checking supplier. We cannot offer visa sponsorship at this time.