Customer Service Executive

About the role

This full‑time Customer Service Executive position is based in West Malling and supports an award‑winning customer service team that is experiencing rapid growth. The role focuses on delivering consultative support to customers via phone and email while acting as their trusted advocate.

Key responsibilities

• Provide professional, consultative assistance to customers through telephone and email.
• Own enquiries from initial contact to resolution, ensuring a seamless experience.
• Identify and act on opportunities to improve the customer journey.
• Collaborate with internal teams and external partners to resolve queries efficiently.
• Navigate multiple internal systems to investigate and resolve issues.
• Communicate clearly with stakeholders at all levels.
• Monitor feedback, spot trends, and contribute to service enhancements.
• Achieve agreed KPIs for service quality, productivity, and performance.

Required profile

• Excellent communication skills with the ability to build rapport quickly.
• Customer‑centric mindset and a passion for delivering high‑quality service.
• Proactive, solution‑focused approach to problem‑solving.
• Professional handling of challenging conversations with empathy.
• Highly organised, able to manage multiple priorities.
• Collaborative team player who works well across departments.
• Ability to influence and engage stakeholders at various seniority levels.
• Commitment to continuous improvement in customer service.

Required skills

What we offer

• 25 days holiday plus bank holidays, with the option to purchase up to 5 additional days.
• £300 annual lifestyle allowance.
• Pension scheme (4% employee / 5% employer contribution).
• Private medical insurance and group income protection.
• Charitable fundraising match, Cycle to Work and GymFlex schemes.
• Internal coaching, mentoring, and ongoing learning opportunities.
• Family‑friendly policies and free on‑site parking.