Customer Service Executive

The Crown Estate; City of Westminster; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

28 days holiday

Volunteer days

Holiday purchase option

Flexible working

Hybrid working policy

Family-friendly policies

Private healthcare

Life insurance

Critical illness cover

Shopping discounts

Job summary

The Crown Estate is seeking a Customer Service Executive to join our Operations team in London. You will engage with customers and stakeholders via CRM and face-to-face interactions, ensuring timely, accurate, and customer-focused communications.

You will resolve queries, capture feedback, monitor KPIs, and help drive continuous service improvements while supporting new CRM initiatives. The role offers flexible/hybrid working and a strong emphasis on customer excellence.

Qualifications

• Strong customer service experience in a fast-paced environment.
• Experience managing and resolving complaints or disputes with professionalism.
• Confidence using Microsoft Dynamics 365 or a comparable CRM platform.
• Excellent written and verbal communication skills.
• Strong organisational and time-management skills.
• Willingness to learn and adapt to new processes.

Responsibilities

• Act as a key point of contact for customers and provide proactive communications.
• Resolve queries and complaints efficiently, fairly and in line with policies.
• Identify high-risk issues and escalate to the Senior Customer Service Manager.
• Capture feedback and recurring issues to drive service improvements.
• Maintain accurate customer records in Microsoft Dynamics 365.
• Monitor performance and report on enquiries, complaints and KPIs.
• Support the implementation of new customer engagement technology and CRM usage.
• Collaborate across the team and support colleagues to achieve common objectives.

Skills

Customer service experience

CRM platforms

Communication skills

Problem-solving

Stakeholder management

Data entry & records

Tools

Microsoft Dynamics 365

MS Office

Job description

At The Crown Estate, we are driven by our purpose to create lasting and shared prosperity for the nation. Our customers are central to achieving that ambition, and we want every interaction with us to feel responsive, positive and valued. As a Customer Service Executive within our Operations team, you will help deliver our customer strategy by providing high-quality service and support across a broad range of operational matters. You will engage directly with customers and internal stakeholders, both through our CRM platform and in person, ensuring communications are timely, accurate and focused on customer needs. Through proactive engagement, effective problem-solving and careful listening, you will help strengthen customer loyalty, retention and advocacy. You will also ensure that customers' voices are heard and that their feedback contributes to the continuous improvement of our services., This is an opportunity to join a collaborative customer team and make a visible contribution to the quality and consistency of the service we provide. The role is based in London and is customer-facing, requiring regular in-person presence while supporting flexible working arrangements. You will:

• Act as a key point of contact for customers, managing enquiries and providing clear, proactive communications that keep people informed and engaged.
• Resolve customer queries and complaints efficiently, fairly and in line with relevant policies and service standards.
• Identify complex or higher-risk issues and escalate them appropriately to the Senior Customer Service Manager.
• Capture customer feedback, concerns and recurring issues, using these insights to identify opportunities for service improvement.
• Maintain accurate and detailed customer records within Microsoft Dynamics 365.
• Monitor service performance and produce regular reporting on enquiries, complaints, customer satisfaction, KPIs and service-level agreements.
• Support the implementation of new customer engagement technology and encourage effective CRM use across the organisation.
• Work flexibly across the team, contributing to projects and supporting colleagues where needed to help deliver shared customer objectives., We value that you get more time with your family and friends. Therefore, we offer everybody 28 days paid holiday, 2 volunteering days and the option to purchase further holiday.
• Flexible working
• We value work-life balance highly, therefore we have flexible & hybrid working policies.
• Market leading family friendly policies
• We want the support we offer to be inclusive of everyone, reflective of the wide range of situations people face in life.
• Strong customer service experience gained in a varied, fast-paced environment.
• Experience of managing and resolving complaints or disputes with professionalism, care and sound judgement.
• Confidence using Microsoft Dynamics 365 or a comparable CRM platform, alongside strong general digital and IT skills.
• Excellent written and verbal communication skills, with the ability to listen actively, build rapport and adapt communication for different customers and stakeholders.
• Strong organisational, time-management and information-management skills, with close attention to detail.
• An analytical and curious approach, with the ability to recognise trends, risks and opportunities within customer information and feedback.
• A proactive and improvement-focused mindset, with the confidence to identify recurring issues and suggest practical solutions.
• Resilience and composure when handling sensitive or challenging customer interactions.
• A collaborative, adaptable and empathetic approach, including a willingness to support colleagues and contribute wherever priorities require.
• An openness to new ideas, technologies and ways of working, together with a commitment to continuous learning and improvement.

About The Crown Estate

The Crown Estate is a unique business with a distinct heritage and a portfolio unlike any other. It includes some of central London's best places to work, shop and spend time, retail and leisure destinations across the country, and a substantial rural portfolio. As manager of the seabed and half the foreshore around England, Wales and Northern Ireland, we play a role in the UK's world-leading offshore wind sector as well as marine aggregates, cables and pipelines. We are also responsible for the Windsor Estate, including the world-renowned Windsor Great Park. Founded in 1760 Co-workers 579 Operations · The Crown Estate, 1 St James Market · Hybrid

As well as a competitive salary, pension and performance related bonus offering, we have a wealth of benefits available ranging from flexible working; market leading family policies and shopping discounts in the West End, to private healthcare; life and critical illness cover and 28 days holiday with the option to buy more. We value work life balance and your wellbeing highly, enabling you to be your best self to work.