Customer Executive

Customer Service Executive 

About the Role

We are looking for a proactive Customer Service professional to join our growing team. This is an exciting opportunity for someone who enjoys building strong customer relationships, solving problems, and delivering an outstanding customer experience.

You’ll play a key role in supporting customers throughout their journey, ensuring they get the most value from our products and services while working closely with colleagues across the business.

Key Responsibilities

• Build and maintain strong relationships with new and existing customers from initial onboarding through to ongoing support.
• Proactively engage with customers to help them maximise the value of our products and services.
• Create and manage customer case files from incoming emails, ensuring all service levels are met.
• Accurately maintain customer records and perform data entry using internal systems.
• Process new customer registrations in line with Know Your Client (KYC) procedures.
• Add and manage users on existing customer accounts.
• Process incoming and outgoing post.
• Respond to telephone and email enquiries, providing support on website functionality and product queries.
• Deliver demonstrations of the online platform to new and existing customers.
• Process product cancellations efficiently and accurately.
• Carry out general administrative duties to support the wider business.
• Assist with monthly audits and compliance activities.
• Provide administrative support to underwriting and data teams when required.
• Monitor customer feedback and identify opportunities to improve products, services and customer experience.
• Analyse customer usage and engagement, providing insights to support continuous improvement.
• Support customer renewals and identify opportunities to upsell or cross-sell relevant products and services.
• Ensure all work is completed in line with internal procedures, regulatory requirements and quality standards.

 We’re looking for someone who is:

• Passionate about delivering exceptional customer service.
• An excellent communicator with strong verbal and written communication skills.
• Organised, with the ability to manage multiple priorities and meet deadlines.
• A confident problem solver who enjoys finding practical solutions.
• Self-motivated, proactive and able to work independently.
• Positive, adaptable and able to work collaboratively within a team.
• Comfortable using a range of IT systems and learning new software.

Skills & Experience Essential

• At least one year’s experience in Customer Service or an administrative role supporting customers.
• Experience communicating with customers via telephone, email and written correspondence.
• Good IT skills, including Microsoft Office applications such as Word, Excel, PowerPoint and SharePoint.
• GCSEs (or equivalent), including Maths and English (Grade 4/C or above).

Desirable

• Experience within financial services, insurance or legal services.
• Knowledge of legal indemnity insurance.
• Experience working with CRM or case management systems.

What You’ll Bring

• A customer-first approach.
• Strong attention to detail.
• Excellent organisational and time management skills.
• A willingness to learn and develop.
• A positive, “can-do” attitude.
• The ability to build trusted relationships with customers and colleagues alike.

If you’re passionate about delivering outstanding customer experiences and enjoy working in a fast-paced, supportive environment, we’d love to hear from you.