Customer Care Executives work within our dedicated Customer Care team focusing on escalations and specialised service within our wider customer operations.
Addressing Customer Complaints: Assignment of a subset of ongoing customer complaints to review and determine outcomes. This requires full investigation of the issue raised by the customer, and a clear, formal response.
Supporting Vulnerable Customers: Assisting customers who may be experiencing vulnerability, offering them guidance and support.
Handling Bereavement Cases: Manage bereavement cases with empathy and professionalism.
Collaborating with Teams: Work closely with other customer-facing teams to share insights, identify areas for improvement, and contribute to initiatives that enhance the overall customer experience.

Excellent Communication Skills: You have strong written and verbal communication skills, and can adapt your communication style to different situations and audiences.
Empathy and Compassion: You are empathetic and compassionate, and can build relationships with customers, especially those in vulnerable situations.
Demonstrated maturity and professionalism, with the ability to handle and discuss difficult or sensitive topics with empathy and discretion.
Problem-Solving Skills: You can analyze problems, identify root causes, and develop effective solutions.
Time Management and Organization: You can manage your time effectively, prioritize tasks, and meet deadlines.
Adaptable and Proactive: You're ready to work in a new team, adapt to existing processes, and suggest improvements.
Ambitious: You're eager to build your career in a fast-growing company.
Relevant Experience: You have at least 1 year of experience in a customer service or customer care role and experience in resolving customer issues or complaints, or working to de-escalate situations.

Customer Care Executive

Key skills