Customer Excellence Executive

Do great work, have great fun and develop your career alongside a group of ridiculously talented people.

Customer Excellence Executive

Full-time

Newcastle

About the role

As a Customer Excellence Executive, you deliver outstanding service and ensure every customer interaction is positive, professional and efficient.

Reporting into the Head of Customer Excellence, you’ll be the primary point of contact for our clients to resolve enquiries, build strong relationships and work collaboratively with internal teams to improve the overall client experience.

Key relationships

Working collaboratively with the Chief Customer Officer, Head of Customer Excellence, Data & Insights, Strategic Planning, Operations and Technology.

Main Responsibilities

• Provide exceptional customer service across all communication channels.
• Respond promptly to customer enquiries, resolving issues efficiently and professionally.
• Build and maintain strong relationships with customers by understanding their needs and delivering tailored solutions.
• Manage customer accounts and maintain accurate records within CRM systems.
• Escalate complex issues to the appropriate departments and monitor progress through to resolution.
• Proactively identify opportunities to improve customer satisfaction and retention.
• Support onboarding of new customers and ensure a smooth customer journey.
• Work closely with Sales, Operations, and other internal teams to ensure seamless service delivery.
• Monitor customer feedback and recommend process improvements.
• Meet or exceed key performance indicators (KPIs), including response times, customer satisfaction, and service quality.
• Stay up to date with company products, services, and policies to provide accurate information.

Person Specification

Degree: or equivalent in Marketing (desirable)

Knowledge: Reasonable knowledge around digital marketing and offerings

Tools: Strong proficiency with… list the main tools, likely including Office 365.

English: Exceptional written and verbal fluency.

Skills and experience

Proven experience in a customer success, service or satisfaction environment.

Ownership and accountability: Highly proactive and takes ownership

Positive mindset: Understanding of marketing metrics, analytics, and reporting.

Eager to learn: Adaptable and eager to learn new skills and insights

Collaborative mindset: Strong communication skills to liaise with cross-functional teams.

The Customer Excellence Executive plays a vital role in ensuring customers receive exceptional service at every stage of their journey, helping to strengthen customer loyalty and contribute to the organisation's overall success.