Senior Customer Experience Coach | Escalation Lead | Slough

Pilgrim's Europe; Slough; On-site; GBP 28,000 - 38,000; Full time

Job summary

Pilgrim's Europe is seeking a Senior Customer Service Executive to join our Customer Experience team in Slough. This role focuses on owning complex customer interactions, coaching colleagues, and driving service excellence across channels.

You will act as a subject matter expert, providing guidance and support, and helping shape customer-centric improvements while working office-based five days a week at our Slough head-office.

Qualifications

• Experience in customer service, contact centre, or customer experience environment.
• Ability to handle complex queries and complaints.
• Strong communication and relationship-building skills.
• Experience coaching or supporting colleagues within a team environment.
• Excellent problem-solving and decision-making abilities.
• Strong attention to detail and organisational skills.

Responsibilities

• Manage inbound and outbound customer interactions across multiple channels.
• Deliver an exceptional customer experience on every contact.
• Take ownership of customer queries through to resolution.
• Handle complex customer enquiries and complaints.
• Provide day-to-day coaching, guidance, and best practice advice.
• Support onboarding and development of new team members.
• Identify opportunities to improve customer experience and team efficiency.
• Assist with testing and implementing new ways of working.

Skills

Customer service

Communication

Coaching

Problem-solving

Attention to detail

Teamwork

Tools

CRM software

Telephony platforms

Microsoft Office

Job description

Pilgrim's Europe is seeking a Senior Customer Service Executive to join our Customer Experience team in Slough. This role focuses on owning complex customer interactions, coaching colleagues, and driving service excellence across channels.

You will act as a subject matter expert, providing guidance and support, and helping shape customer-centric improvements while working office-based five days a week at our Slough head-office.