Senior Customer Service Executive, Senior Customer Service Executive

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

Location: Slough

Department: Customer Experience

Working Pattern: Office-based, 5 days per week

Take the Next Step in Your Customer Service Career!

Pilgrim's Europe is looking for a Senior Customer Service Executive to join our Customer Experience team in Slough at Rollover head-office.

This is an excellent opportunity for an experienced customer service professional who enjoys supporting colleagues, solving complex customer queries, and helping drive service excellence. Alongside managing your own customer interactions, you'll act as a subject matter expert, providing coaching, guidance, and support to the wider team.

Key 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.
• Build positive relationships with customers and internal stakeholders.
• Act as a subject matter expert for products, services, systems, and processes.
• Support colleagues with customer queries and operational questions.
• Provide day-to-day coaching, guidance, and best practice advice.
• Assist with onboarding and supporting new team members.
• Share knowledge and help identify training and development needs.
• Act as the first point of escalation for Customer Service Executives.
• Support the resolution of complex customer issues.
• Identify opportunities to improve customer experience and team efficiency.
• Contribute to process improvements and department initiatives.
• Support testing and implementation of new ways of working.

Essential

About You

• Previous experience within a customer service, contact centre, customer experience, or sales support environment.
• Proven ability to handle complex customer queries and complaints.
• Strong communication and relationship-building skills.
• Experience coaching or supporting colleagues within a team environment.
• Excellent problem-solving and decision-making skills.
• Strong attention to detail and organisational skills.
• Competent using CRM systems, telephony platforms, and Microsoft Office.

Personal Attributes

• Positive, proactive, and customer-focused.
• Strong sense of ownership and accountability.
• Resilient and adaptable in a fast-paced environment.
• Supportive team player who enjoys helping others succeed.
• Professional, approachable, and committed to continuous improvement.

Why Join Pilgrim's Europe?

• Competitive salary
• Career development opportunities within a growing business.
• Opportunity to develop leadership and coaching skills.
• Supportive and collaborative team environment.
• Be part of a business that puts customers and people at the heart of everything it does.

If you're an experienced customer service professional looking to take the next step into a senior role where you can influence, coach, and make a real impact, we'd love to hear from you.