SRG
Customer Service Executive
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Customer Service Executive
Location: Kent (Hybrid)
Contract Length: 12 Months
Rate: Competitive hourly rate (dependent on experience)
Put Customers at the Heart of Every Interaction
Are you passionate about delivering exceptional customer experiences? Do you enjoy solving problems, building relationships, and making a real difference for customers? We are seeking a highly motivated Customer Service Executive to join a dynamic customer operations team. In this role, you will provide front-line support to customers, healthcare professionals, and internal colleagues, ensuring enquiries are managed efficiently, professionally, and compliantly.
This opportunity is ideal for someone who thrives in a fast-paced environment, enjoys working with people, and is committed to delivering outstanding service at every interaction.
Why This Role Matters
As a Customer Service Executive, you will play a vital role in supporting customers and stakeholders across complex supply and service operations. You will act as a trusted point of contact, resolving enquiries, managing escalations, and helping deliver a seamless customer experience.
This is much more than a traditional contact centre role. You will become a subject matter expert and collaborate with multiple internal teams to ensure customers receive timely and effective support.
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Key Responsibilities
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Delivering Outstanding Customer Service
- Act as the first point of contact for customers, healthcare professionals, and internal stakeholders.
- Respond to enquiries professionally, accurately, and empathetically.
- Manage complaints, complex queries, and customer escalations.
- Build and maintain strong customer relationships.
- Deliver a consistently high-quality customer experience.
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Problem Solving & Customer Advocacy
- Investigate customer concerns and identify effective resolutions.
- Work cross-functionally to support customer requirements.
- Identify trends and insights that help improve service delivery.
- Escalate issues appropriately when required.
- Follow established processes, procedures, and service standards.
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Supporting Operational Excellence
- Support day-to-day customer service operations.
- Maintain compliance with company policies and procedures.
- Contribute to continuous improvement initiatives.
- Share customer feedback and insights to support business improvements.
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Candidate Requirements
- Proven track record of delivering exceptional customer service.
- Experience handling difficult conversations, complaints, and escalations.
- Excellent verbal and written communication skills.
- Ability to build rapport, trust, and credibility with customers and stakeholders.
- Strong organisational and problem-solving skills.
- Experience managing multiple priorities and systems simultaneously.
- High level of accuracy and attention to detail.
Additional Requirements
- GCSE (or equivalent) in Maths and English.
- Ability to work effectively within a collaborative team environment.
- Strong compliance and quality-focused mindset.
- Flexible and adaptable approach to business needs.
What's on Offer?
- Opportunity to join a respected organisation supporting customers within a regulated environment.
- Hybrid working arrangement.
- Collaborative and supportive team culture.
- Exposure to cross-functional business operations.
- 12-month contract with competitive pay and valuable industry experience.
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