Customer Service Executive

Confidential; Uxbridge; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Hybrid working

Training and development

Career progression opportunities

Job summary

Confidential in the United Kingdom (Uxbridge) is seeking a Customer Service Executive to resolve complaints with empathy and professionalism. You will own cases from enquiry to resolution, provide proactive updates and support colleagues across departments.

The role is permanent, full-time with hybrid working (3 days in the office, 2 at home). You’ll need strong communication skills, experience with CRM systems, and a customer-focused mindset to drive service improvements.

Qualifications

• Previous customer service experience with strong complaint handling and resolution skills is essential.

Responsibilities

• Taking ownership of customer complaints, ensuring issues are investigated and resolved professionally and efficiently.
• Managing customer cases from initial enquiry through to resolution, maintaining accurate records throughout.
• Handling sensitive and challenging conversations with empathy, confidence and professionalism.
• Providing proactive customer updates, managing expectations and ensuring excellent communication at every stage.
• Responding to customer enquiries via telephone, email and digital channels.
• Working closely with internal departments to investigate issues and achieve positive outcomes.
• Managing a varied caseload, prioritising effectively and meeting agreed service levels.
• Identifying recurring issues and using customer feedback to help improve processes and service delivery.
• Supporting customers with general enquiries and escalating more complex matters where necessary.

Skills

Customer service

Complaint handling

Case management

Communication

CRM systems

Attention to detail

Tools

Salesforce

Job description

Do you have a passion for delivering exceptional customer service, with a natural ability to manage challenging situations and turn complaints into positive outcomes? We're looking for an experienced Customer Service Executive who thrives on problem-solving, takes pride in seeing cases through to resolution and genuinely enjoys making a difference to the customer experience. We have a fantastic opportunity to join a well-established, successful business based in Uxbridge. Working within a friendly and supportive team, you'll be trusted to use your initiative, take ownership of customer concerns and deliver solutions that leave customers feeling heard, valued and supported.

Customer Service Executive Location: Uxbridge Salary: Up to £32,000 per annum Contract: Permanent, Full-Time Hybrid Working: 3 days office / 2 days home

What You'll Be Doing

• Taking ownership of customer complaints, ensuring issues are investigated and resolved professionally and efficiently.
• Managing customer cases from initial enquiry through to resolution, maintaining accurate records throughout.
• Handling sensitive and challenging conversations with empathy, confidence and professionalism.
• Providing proactive customer updates, managing expectations and ensuring excellent communication at every stage.
• Responding to customer enquiries via telephone, email and digital channels.
• Working closely with internal departments to investigate issues and achieve positive outcomes.
• Managing a varied caseload, prioritising effectively and meeting agreed service levels.
• Identifying recurring issues and using customer feedback to help improve processes and service delivery.
• Supporting customers with general enquiries and escalating more complex matters where necessary.

What We're Looking For

• Previous customer service experience with strong complaint handling and resolution skills is essential.
• Proven case management experience, with the ability to manage multiple ongoing customer issues from start to finish.
• Excellent communication skills, particularly when dealing with difficult or sensitive situations.
• A calm, empathetic and solutions-focused approach.
• Strong organisational skills with excellent attention to detail.
• Confidence using customer service systems, CRM platforms and Microsoft Office.
• Someone who takes ownership, uses initiative and genuinely cares about delivering outstanding service.
• Experience using Salesforce would be advantageous, but isn't essential.

What's In It For You?

• Salary up to £32,000
• Hybrid working 2 days from home each week
• Permanent opportunity with an established and successful business
• Supportive and collaborative working environment
• Ongoing training and professional development
• Opportunities for career progression
• A role where your ideas, initiative and customer service expertise will genuinely be valued