Customer service executive

We are looking for a customer service professional with experience of analysing customer service feedback to support Customer Success and Membership Manager. This is a hands-on role with time spent answering customer queries directly as well as time focusing on analysing feedback, improving processes, and supporting commercial testing and improvement initiatives.
Hours: Monday to Friday 9 5

Key Accountabilities & Responsibilities(include but are not limited to):


- Combine frontline customer service with actionable customer and commercial insight.
- Answering customer queries across email, phone, and chat to stay close to the customer experience.
- Analyse customer tickets to identify recurring issues and opportunities for improvement. Suggest and coordinate solution to reduce those issues.
- Consolidating feedback from all channels, surveys, and reviews.
- Provide regular business insight reports to highlight trends in satisfaction, complaints, and product/service performance.
- Support commercial and service improvements by working with marketing, retail, and digital teams to test initiatives.