Hybrid Customer Experience & Resolution Specialist

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

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.