Job Description:

Customer Service Executive

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

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.

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

If you're an experienced customer service professional who loves solving problems, managing complaints and seeing a case through to a successful conclusion, we'd love to hear from you!

What You Need to Do Now:

If this sounds like the role for you, don't wait – apply today with your up-to-date CV!

If it's not quite right for you but you know someone perfect, refer them to us and receive a £100 voucher when they're placed and pass their probation period (terms apply). Visit our website to read more about our Double the Reward scheme in our blog.

Due to the high number of applications, if you have not heard from us within 48 hours, please assume your application has been unsuccessful.

A Little More About Us:

We are Top Flight Recruitment Ltd (trading as Uxbridge Employment Agency and Windsor Employment Agency), and act as an Employment Agency when advertising permanent roles and as an Employment Business when advertising temporary or contract roles.

All vacancies are advertised with written instruction from our clients. Where salaries or rates of pay are quoted, the nature of the work, location, and minimum experience, training or qualifications required are stated within the advert.

We never charge fees to work-seekers, and all recruitment is carried out in line with the Conduct of Employment Agencies and Employment Businesses Regulations 2003.

We take your privacy seriously. Please see our website for our full Data Privacy Notice.