Are you passionate about delivering exceptional customer experiences?
Do you thrive in a fast-paced, people-focused role where no two days are the same?
Juice Recruitment is delighted to be partnering with an exciting, fast-growing business to recruit a Senior Customer Service Executive.
This is a fantastic opportunity to join a premium, service-led organisation that has built an outstanding reputation for delivering exceptional experiences to its customers. As the business continues to grow, we're looking for an organised, proactive and customer-focused professional who loves solving problems, building relationships and making a genuine difference.
This fully remote role offers the chance to take ownership of a key function within the business, working closely with senior leadership while helping shape the future of customer service and booking operations.
DAY TO DAY
You'll be the trusted point of contact for customers, ensuring every interaction is warm, professional and handled with care. Your responsibilities will include:
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Managing customer enquiries via email, phone and WhatsApp.
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Supporting customers with booking queries, payments, refunds and general account enquiries.
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Resolving complaints and sensitive situations with empathy, confidence and sound judgement.
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Coordinating booking operations to ensure a seamless customer journey.
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Investigating payment disputes, failed payments and refund requests accurately and fairly.
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Building strong relationships with customers to encourage loyalty and retention.
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Identifying recurring issues and suggesting improvements to processes, systems and communications.
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Working closely with colleagues to resolve operational challenges efficiently.
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Maintaining accurate administrative records across bookings and payments.
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Taking ownership of customer service standards and helping deliver an exceptional premium experience.
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As the business grows, supporting the training and development of a small customer service team.
WHAT WE'D LOVE TO SEE
We're looking for someone who genuinely enjoys helping people and takes pride in delivering first-class service.
You'll ideally have:
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Previous experience within customer service, customer success, hospitality, membership services or another premium service environment.
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Outstanding written and verbal communication skills.
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Exceptional organisation and attention to detail.
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Confidence handling complaints, difficult conversations and sensitive situations professionally.
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Experience managing payment queries, refunds or disputes.
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The ability to make sound decisions independently and take ownership of your work.
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Strong IT skills, including experience using booking systems, CRM platforms, spreadsheets and email.
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A proactive mindset with a passion for improving processes and customer experiences.
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Experience supporting or mentoring colleagues would be advantageous, although not essential.
Above all, you'll be warm, approachable, calm under pressure and committed to delivering an outstanding customer experience every single day.
AND FOR YOU
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Fully remote working.
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The opportunity to join a growing and ambitious business where your ideas will be valued.
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A role with genuine autonomy and responsibility.
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The chance to progress into team leadership as the business expands.
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28 days annual leave, plus public holidays.
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Flexible working hours, with occasional Saturday morning check-ins for urgent operational matters.
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Occasional travel to London to collaborate with the wider team.
If you're looking for a rewarding role where you can make a real impact in a growing business that genuinely values exceptional customer service, we'd love to hear from you.
Apply today with Juice Recruitment and be part of something special.
INDS