Customer Service Executive

Role: Customer Service Executive

Location: Shoreham, West Sussex

Hours: Full-time

Pay: £26,000 – £28,000 per annum

An excellent opportunity has arisen for a Customer Service Executive to join one of our longstanding clients, an established and growing organisation based in Shoreham.

This is a customer-focused position where you will take ownership of enquiries from initial contact through to resolution. Working across telephone and email channels, you will support customers with servicing, maintenance, repair, invoice and contract-related queries, ensuring they receive clear, accurate and professional support.

A key part of the role will be identifying and resolving customer dissatisfaction at the earliest opportunity, while ensuring that any complaints are recognised, recorded and handled appropriately in line with company procedures.

The Requirements:

• Excellent telephone and written communication skills
• Strong customer service and active listening skills
• Confident handling challenging conversations and customer dissatisfaction
• Ability to explain contractual and financial information clearly
• Proactive and solutions-focused approach to problem solving
• Strong sense of ownership and follow-through
• Calm, professional and resilient when working under pressure
• Excellent organisation and attention to detail
• Ability to manage multiple enquiries through to resolution
• Previous experience within customer service or complaints handling is advantageous
• Experience within fleet, automotive, vehicle leasing or a similar environment would be beneficial

The Role:

• Manage inbound customer and driver enquiries by telephone and email
• Take ownership of enquiries from initial contact through to resolution
• Handle invoice and billing queries, including disputed charges
• Explain servicing, maintenance and repair contracts, including relevant inclusions, exclusions and customer responsibilities
• Resolve customer concerns and proactively manage expectations
• Identify and address customer dissatisfaction before it develops into a formal complaint
• Recognise, record and manage complaints appropriately in line with company procedures
• Investigate issues and liaise with relevant internal teams and external suppliers
• Keep customers regularly updated throughout the resolution process
• Escalate issues appropriately while retaining ownership through to resolution
• Ensure customers clearly understand what happens next and who is responsible for each action
• Identify recurring issues and provide feedback to help improve the overall customer experience

If you’re keen to join an established and growing team where you can take genuine ownership of the customer journey and play an important role in delivering an excellent customer experience, then please apply to this Customer Service Executive role below or call Jamie Watson on [phone removed] between 9:00am – 5:30pm.