Customer Experience Executive

Based in Southwark - Hybrid | Up to £28k DOE | Permanent, Full‑time | Growing, people‑focused organisation

Are you looking to join a business where customer experience actually comes first?

Our client, a fast‑growing and innovative financial services company, is expanding their team following internal promotion. They're now seeking a Customer Experience Executive who thrives in a professional environment where accuracy, empathy and problem‑solving really matter.

This is not a call centre role. You'll join a small, collaborative team handling customer queries via email and phone, supporting in‑life processes and ensuring customers receive a seamless and positive experience from start to finish. If you enjoy getting to the root of a query, resolving issues, and contributing to process improvements, this is a great fit.

Please note: To be considered for this position, you must have proven complaints‑handling experience gained specifically within a financial services environment.

What you'll be doing:

* Responding to incoming customer calls and emails, ensuring every interaction is handled professionally and leads to a positive outcome.

* Managing key in-life processes including settlement requests, reschedules, refunds, account queries and cash reconciliations.

* Producing accurate documentation, maintaining customer records, and ensuring all data is up to date.

* Handling customer complaints with care, clarity, and good judgment.

* Working closely with internal teams to resolve customer issues and support ongoing requests.

* Identifying opportunities to improve processes and enhance the overall customer journey.

* Representing the company's values in every interaction.

What we're looking for:

* Essential: demonstrable complaints-handling experience within a financial services environment.

* Someone passionate about delivering outstanding service and doing the right thing for the customer.

* Strong communication skills, both written and verbal.

* Excellent attention to detail and confidence working with numbers, particularly when handling settlements or repayment queries.

* A proactive listener who asks the right questions and resolves queries effectively.

* Comfortable using CRM systems (or quick to learn new systems).

* A team player who brings positivity to the workplace.

* Self‑motivated, organised, and eager to develop.

Why join?

You'll be part of a company that genuinely celebrates individuality, supports development and values every employee's contribution. As the business continues to grow, so will your opportunity to progress, learn and build a long‑term career in financial services.

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Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.

By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.

Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.

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