Customer Care Executive

Customer Care Executive x 2 roles
Preston PR2 | £28,000 + Bonus | Monday to Friday, 9am–5.30pm | Office Based
Are you someone who takes ownership, loves solving problems and genuinely cares about giving customers a great experience?

I'm working with an established and growing business in Preston that is looking for a Customer Care Executive to join its friendly and busy team.

This is a fantastic opportunity for a naturally customer-focused person who doesn't believe in simply passing a problem on. You'll be responsible for taking customer issues from the initial conversation right through to a successful resolution, keeping everyone informed along the way and making sure the customer feels looked after.

My client is a leading UK retailer who have built their reputation on quality, service and strong customer relationships.

The Role
As Customer Care Executive, you'll be at the heart of the customer care process.

You'll deal with homeowners, house builders, site teams and installation partners, managing everything from general enquiries and complaints through to snagging and remedial works.

It's a varied role where you'll need to be organised, proactive and confident dealing with people. Most importantly, you'll need to take ownership. When a customer raises an issue, you'll make sure it is logged, actioned, followed up and resolved.

What you'll be doing:

Acting as a key point of contact for customer enquiries, complaints and snagging issues
Listening to customers, understanding their concerns and finding practical solutions
Taking ownership of issues from initial contact through to completion
Keeping customers informed and updated throughout the process
Arranging remedial appointments with customers and installation teams
Coordinating fitters and internal teams to make sure work is completed
Monitoring outstanding cases and proactively chasing progress
Liaising with Site Managers, house builder Customer Care teams and internal departments
Managing diaries, appointments and scheduling systems
Maintaining accurate records of customer interactions and actions taken
Ensuring complaints and remedial works are dealt with within agreed timescales
Escalating more complex or recurring issues where appropriate
Identifying recurring problems and feeding back to the relevant teams
Supporting improvements to customer satisfaction and reducing repeat complaints
Helping ensure every customer receives a professional, positive and consistent experience
What we're looking for
I'm looking for someone who is naturally good with people and genuinely enjoys helping customers.
You could be working in customer service, customer care, complaints, property, construction, facilities or another environment where you've had responsibility for resolving customer issues and coordinating solutions.
More important than your exact industry background is your attitude and approach.
You'll need to be:

Customer focused and genuinely care about delivering a great experience
A confident communicator who is comfortable speaking to customers by phone and email
Someone who takes ownership rather than passing problems to someone else
Calm and professional when dealing with complaints or difficult situations
Highly organised with excellent attention to detail
Able to manage multiple customers and competing priorities
Proactive and persistent when chasing outstanding actions
A confident problem solver who enjoys finding solutions
Comfortable working with different teams and personalities
Confident using Microsoft Office and computerised systems
Positive, personable and willing to get stuck in

Experience of coordinating appointments, contractors, or field-based teams would be a real advantage.

Experience with in construction, house building, property maintenance…