Senior Customer Experience Executive - London, United Kingdom - Foxtons

Foxtons
Foxtons
Verified Company
London, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

About The Role:


Job Summary


The Customer Experience Executive plays a pivotal role in ensuring exceptional customer satisfaction by proactively identifying and addressing concerns of dissatisfied customers.

This role is responsible for resolving customer issues, retaining business, and fostering positive customer relationships.


Key Responsibilities
Customer Contact & Issue Resolution

  • Proactively identify dissatisfied customers through various channels, including customer feedback, surveys, and support interactions.
  • Initiate contact with dissatisfied customers to understand their concerns and gather relevant information.
  • Collaborate with the Property Management and Lettings Support teams to resolve customer issues promptly and effectively.
  • Develop and implement retention strategies to retain dissatisfied customers.
  • Create personalised solutions to incentivise customers to continue doing business with the company.
Customer Feedback Analysis & Process Improvement

  • Collect, analyse, and summarise customer feedback to identify trends and areas for improvement.
  • Provide actionable insights to other departments based on customer feedback.
  • Continuously evaluate and improve customer service processes to enhance the overall customer experience.
  • Suggest and implement procedural changes when necessary.

About You:


What You'll Need


We are looking for someone with proven experience in customer relations, customer experience management, or a related role in a regulated industry.

You will have experience in providing written responses to in depth and details complaints with the ability to problem solve and good conflict resolution.

What we really need is someone that puts the customer at the heart of everything they do and that has a can-do attitude.


About The Company:

At Foxtons, we're famous for setting the standard in property.

We do this by hiring brilliant people to help achieve our goal of being the best place for our customers to find their dream home or unlock the value of their property investment.


Over the last 30 years we've built a network of over 60 branches and a strong operational infrastructure that enables our teams to achieve the highest standards in delivering exceptional service to our customers.

Award-winning training ensures our teams have the strong local expertise that our customers expect from us, while our market-leading technology empowers all our staff to provide the best customer experience possible.

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