Senior Customer Services Executive

/Senior Customer Services Executive
Published: September 16, 2022
Job Type
Up to £26,000 + £1,400 bonus – Superb benefits inc. hybrid working
LWR Reference


We are recruiting for a Senior Customer Services Executive within a leading and progressive Leeds based organisation. Our client is experiencing rapid growth and offers a very stable and stimulating working environment, with continued opportunity for personal growth and development and ongoing training. As a Senior Customer Services Executive, you will work within a small team, dealing with escalated queries and complex complaints to carry out root cause analysis and full investigation to provide a customer solution. This is a great opportunity for you if you have previous complaints experience and are now looking for a new challenge away from a Call Centre environment.

Our client offers a fantastic range of benefits, including superb working conditions with a mix of hybrid working, as well as a generous pension scheme, 25 days holiday + BH and flexible start/finish times

What will you be doing as a Senior Customer Services Executive:

  • You will be a key point of contact for Customers and other stakeholders, to initially log the escalated query and/or complaint and then manage the case from that point onwards
  • You will keep the Customer updated on your progress on the case and conduct a full investigation, liaising with other departments or external parties as required
  • You will offer and provide support to more junior members of the team
  • Keeping the CRM system updated with all actions and completing associated administrative tasks
  • Learning to understand your customers, their needs and the full range of products and services that you offer

This is a superb opportunity to work within an excellent company and make a real difference to a small, busy and efficient team.  A proactive and positive approach is also important.

What we are looking for as a Senior Customer Services Executive:

  • Complaints/escalated queries experience is essential. This can be from an FCA regulated environment, or something different, where the focus is not on the volume of calls, but more so on your effective management and investigation of the complaint
  • Excellent communication skills both written and verbal, to communicate effectively at all levels
  • Strong listening skills to really understand the customers’ situation
  • Conscientious and detailed within all areas of your work
  • A real team player and able to lead and support the team, acting as a senior member of the team
  • Highly organised and able to prioritise tasks in order of urgency
  • Strong IT skills and knowledge of MS Office

If you have the skills and the specific experience outlined above, please send your CV immediately for consideration for this excellent opportunity. Without the above experience, your application will not be considered. Please note, we are unable to reply to every individual application, but will be in touch if your application is successful.



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