Location
The Crown Estate, London

Hours
Flexible working arrangements with a requirement for regular in-person presence in London

Salary
Negotiable

About the Role
At The Crown Estate, we are driven by our purpose to create lasting and shared prosperity for the nation. Our customers are central to achieving that ambition, and we want every interaction with us to feel responsive, positive and valued. As a Customer Service Executive within our Operations team, you will help deliver our customer strategy by providing high-quality service and support across a broad range of operational matters. You will engage directly with customers and internal stakeholders, both through our CRM platform and in person, ensuring communications are timely, accurate and focused on customer needs. Through proactive engagement, effective problem-solving and careful listening, you will help strengthen customer loyalty, retention and advocacy. You will also ensure that customers’ voices are heard and that their feedback contributes to the continuous improvement of our services.

This is an opportunity to join a collaborative customer team and make a visible contribution to the quality and consistency of the service we provide. The role is customer-facing and based in London, requiring regular in-person presence while supporting flexible working arrangements. Key responsibilities include acting as a key point of contact for customers, managing enquiries, resolving queries and complaints efficiently and fairly, escalating complex issues appropriately, capturing customer feedback to identify service improvements, maintaining accurate records within Microsoft Dynamics 365, monitoring service performance, supporting new customer engagement technology implementation, and contributing to team projects and shared objectives.

Our Offering / Benefits
We offer a competitive salary, pension and performance-related bonus. Our benefits include flexible working, market-leading family policies, shopping discounts in the West End, private healthcare, life and critical illness cover, and 28 days holiday with the option to buy more. We value work-life balance and wellbeing, enabling you to be your best self at work.

Experience
Strong customer service experience gained in a varied, fast-paced environment. Experience managing and resolving complaints or disputes with professionalism, care and sound judgement. Confidence using Microsoft Dynamics 365 or a comparable CRM platform, alongside strong general digital and IT skills.

About you
Excellent written and verbal communication skills, with the ability to listen actively, build rapport and adapt communication for different customers and stakeholders. Strong organisational, time-management and information-management skills, with close attention to detail. An analytical and curious approach, able to recognise trends, risks and opportunities within customer information and feedback. A proactive and improvement-focused mindset, confident to identify recurring issues and suggest practical solutions. Resilience and composure when handling sensitive or challenging customer interactions. A collaborative, adaptable and empathetic approach, including a willingness to support colleagues and contribute wherever priorities require. Openness to new ideas, technologies and ways of working, with a commitment to continuous learning and improvement.

Qualifications
No specific qualifications are stated as mandatory for this role.