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About the Role
As a Customer Service Executive within our Operations team, you will help deliver our customer strategy by providing high-quality service and support across a broad range of operational matters. You will engage directly with customers and internal stakeholders, ensuring communications are timely, accurate and focused on customer needs. Through proactive engagement, effective problem-solving and careful listening, you will help strengthen customer loyalty, retention and advocacy.
Responsibilities
- Act as a key point of contact for customers, managing enquiries and providing clear, proactive communications.
- Resolve customer queries and complaints efficiently, fairly and in line with relevant policies and service standards.
- Identify complex or higher-risk issues and escalate them appropriately to the Senior Customer Service Manager.
- Capture customer feedback, concerns and recurring issues, using these insights to identify opportunities for service improvement.
- Maintain accurate and detailed customer records within Microsoft Dynamics 365.
- Monitor service performance and produce regular reporting on enquiries, complaints, customer satisfaction, KPIs and service-level agreements.
- Support the implementation of new customer engagement technology and encourage effective CRM use across the organisation.
- Work flexibly across the team, contributing to projects and supporting colleagues where needed to help deliver shared customer objectives.
Requirements
- Strong customer service experience gained in a varied, fast-paced environment.
- Experience of managing and resolving complaints or disputes with professionalism, care and sound judgement.
- Confidence using Microsoft Dynamics 365 or a comparable CRM platform, alongside strong general digital and IT skills.
- Excellent written and verbal communication skills, with the ability to listen actively, build rapport and adapt communication for different customers and stakeholders.
- Strong organisational, time-management and information-management skills, with close attention to detail.
- An analytical and curious approach, with the ability to recognise trends, risks and opportunities within customer information and feedback.
- A proactive and improvement-focused mindset, with the confidence to identify recurring issues and suggest practical solutions.
- Resilience and composure when handling sensitive or challenging customer interactions.
- A collaborative, adaptable and empathetic approach, including a willingness to support colleagues and contribute wherever priorities require.
- An openness to new ideas, technologies and ways of working, together with a commitment to continuous learning and improvement.
Skills
- Microsoft Dynamics 365
- CRM platform
- Digital skills
- IT skills
- Written communication
- Verbal communication
- Active listening
- Building rapport
- Organisational skills
- Time-management skills
- Information-management skills
- Attention to detail
- Analytical approach
- Problem-solving
Location
- London
Work Type
- Customer-facing
- Flexible working
Salary/Compensations
- Competitive salary
Benefits
- Competitive salary
- Pension
- Performance related bonus
- Flexible working
- Market leading family policies
- Shopping discounts in the West End
- Private healthcare
- Life cover
- Critical illness cover
- 28 days holiday
- Option to buy more holiday
About the Company
- At The Crown Estate, we are driven by our purpose to create lasting and shared prosperity for the nation.
Equal Opportunity
- We are a proud disability confident employer and operate the offer of interview scheme Disability Confident employer scheme - GOV.UK (www.gov.uk).
- We are happy to offer alternative application methods or formats and can be flexible on our process to enable you to have the best opportunity.