Customer Experience Associate

About the Company

Echelon Group is a premium experience‑led business specialising in fundraising support, high‑end hospitality, and strategic event management for leaders, investors, and high‑growth organisations. We design and deliver curated experiences, bespoke introductions, and concierge‑level services that help our clients build meaningful relationships, unlock commercial opportunities, and elevate their brand presence. With deep expertise across fundraising ecosystems, premium events, and executive engagement, Echelon Group operates as a trusted partner for organisations seeking to connect with influential networks and create lasting impact. Through our tailored services and select membership offerings, we bring together a dynamic community of senior leaders while maintaining a strong focus on operational excellence, hospitality, and value creation.

Role Overview

The Customer Experience Associate plays a vital role in delivering a seamless, high‑quality experience for Echelon clients across all tiers. Acting as a first point of contact, this role ensures every interaction is handled with warmth, efficiency, and professionalism. The Customer Experience Associate manages enquiries, resolves issues quickly, and provides consistent, concierge‑style service that reflects Echelon’s premium brand.

This role is central to maintaining client satisfaction, supporting retention, and ensuring the operational excellence of the Customer Service function. It requires a blend of hospitality‑grade service, strong communication skills, and the ability to manage multiple tasks in a fast‑paced, relationship‑led environment working alongside a like-minded team. Our commitment is to deliver complete satisfaction and outstanding customer service**.**

Key Responsibilities

Customer/Client Support & Service Delivery

· Provide timely, accurate, and friendly support to clients across email, phone, and digital channels

· Deliver a warm, concierge‑style service that reflects Echelon’s premium brand

· Manage the full redemption process for winners’ vouchers, including memorabilia delivery, ticket/table/accommodation bookings, and securing relevant add‑ons

· Resolve multiple client enquiries efficiently, escalating complex issues when needed

· Ensure every interaction is handled with professionalism, empathy, and attention to detail

Operational & Administrative Support

· Maintain accurate records within the CRM and ensure compliance with company procedures

· Prepare and manage invoicing for all new sales and service upgrades

· Ensure service processes are followed consistently and improved where possible

Cross‑Functional Collaboration

· Work closely with Customer Success, Sales, Events, and Procurement teams

· Share client insights and recurring issues to improve service delivery

· Support internal teams with a wide range of tasks and communications

Customer/Client Engagement & Retention

· Build rapport through positive, proactive communication

· Identify opportunities to enhance the experience on offer

· Support retention efforts by ensuring prize-winners feel valued and well‑supported

What You Bring

· Positive, can‑do attitude with a warm, service‑first approach

· Strong communicator with a professional, friendly tone

· Highly organised with excellent attention to detail in delivering exceptional service

· Able to manage multiple tasks confidently in a fast‑paced environment

· Proactive problem‑solver focused on elevating the member experience

· Comfortable with CRM systems and digital tools

· Naturally relationship‑focused, calm under pressure, and dependable

· Enthusiastic about premium experiences, events, and hospitality

· Motivated to grow and develop within the Customer Experience department

What We Offer

· The opportunity to work within a premium, fast‑growing organisation

· A warm, collaborative team culture where service excellence is celebrated

· Exposure to senior leaders, founders, and high‑profile members across industries

· Professional development and growth opportunities within Customer Service and beyond

· Access to Echelon events, experiences, and community activities

· A dynamic environment where your ideas and insights genuinely shape the member experience

· The chance to be part of a brand that values hospitality, connection, and exceptional service

Ready to Take the Next Step?

If you are excited about the opportunity to help shape the future of Echelon Group, we would love to hear from you.

Pay: From £26,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free parking
• On-site parking

Ability to commute/relocate:

• Shepperton TW17 8NS: reliably commute or plan to relocate before starting work (preferred)

Work Location: In person