106 Customer Experience jobs in London

• Respond to customer queries via phone, email, and live chat in a professional and courteous manner.
• Diagnose and resolve customer issues efficiently, escalating complex problems to the appropriate teams when necessary.
• Maintain accurate records of customer interactions and transactions.
• Identify opportunities to improve customer service processes and customer satisfaction metrics.
• Provide product information and basic technical support to customers.
• Handle customer complaints with empathy and professionalism, aiming for first-contact resolution.
• Gather customer feedback and share insights with the relevant departments to drive service improvements.
• Build and maintain strong relationships with customers through positive and helpful interactions.
• Adhere to company policies and procedures at all times.
• Contribute to team goals and objectives.

• Previous experience in a customer service or helpdesk role is essential.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A customer-centric approach with a passion for delivering outstanding service.
• Proficiency in English is mandatory; additional languages are a plus.
• Familiarity with online communication tools and platforms.
• Ability to work effectively both independently and as part of a team.
• Must be eligible to work in the UK and willing to adhere to the hybrid work model.

• Develop and implement a comprehensive customer experience strategy to improve satisfaction and loyalty.
• Lead, mentor, and manage the customer service team, fostering a positive and high-performance culture.
• Analyze customer feedback, survey data, and service metrics to identify areas for improvement.
• Design and optimize customer service processes and workflows to enhance efficiency and effectiveness.
• Develop and implement training programs for customer service representatives.
• Manage the customer service technology stack, including CRM and helpdesk software.
• Act as an escalation point for complex customer issues, resolving them promptly and effectively.
• Collaborate with other departments to ensure a consistent and integrated customer experience.
• Champion customer-centric initiatives throughout the organization.
• Monitor key performance indicators (KPIs) related to customer satisfaction, retention, and service quality.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer service management or customer experience roles.
• Proven track record of developing and implementing successful customer experience strategies.
• Strong understanding of customer service principles, methodologies, and best practices.
• Experience with CRM systems (e.g., Salesforce, Zendesk) and customer feedback tools.
• Excellent leadership, communication, problem-solving, and interpersonal skills.
• Ability to analyze data and translate insights into actionable improvements.
• Experience managing and developing teams.
• Familiarity with omni-channel customer service approaches.

About Us

Galeta Bakery, a fast-paced pioneer in premium bakery products across London and the UK. Known for quality, innovation, and a rich selection of artisanal goods. Our products are a staple in prestigious locations including the likes of Curzon, Tate, Selfridges and cutting-edge restaurants, cafes and coffee shops throughout the UK.

Role Overview

Join us as a Customer Experience Executive to leverage technology, cultivate key accounts, and deliver unparalleled customer service. This role is a blend of order management, cultivating customer relationships, business development and strategic account growth.

Responsibilities

• Efficient order processing and management.
• Nurture and expand key customer accounts.
• Lead communication efforts with accounts, ensuring clarity and responsiveness. Champion exceptional customer service standards.
• Meeting with customers – to help grow accounts.
• Being a key point of contact between manufacturing, dispatch, sales & finance to help optimise operational processes.
• Exhibit ambition with a readiness to embrace growth within the company.

Essential Skills

• Strong verbal and written communication skills.
• Tech-savvy, especially in sales and order processing systems.
• Strong academics from top university, minimum 2:1 degree.
• Attention to detail and a meticulous approach to tasks.
• Self-starter with a drive for continuous personal and professional growth.

Nice-to-Have Skills

• Experience in the bakery or food industry.
• Proven excellence in customer service.
• Willingness to explore and contribute to various company departments.
• SQL skills for data management and analysis.
• Commercial acumen to understand and drive business growth.
• Passion for premium bakery products.

Why Join Galeta?

• Impactful work in a growing company.
• A culture of innovation and excellence.
• Opportunities for advancement and professional development.
• Engage with high-quality, NPD and EPD of our well-loved products.
• Part of an environmentally driven company with strong sustainability manufacturing credentials.

Additional info

• 06.00am - 15.00pm or 08.30am- 17.30pm, office-based.
• 5 shifts a week Monday- Sunday organised through rota.
• 3 step recruitment process - screening call, face-to-face and final face-to-face with senior members of the team.
• Must have the right to work in the UK.
• Salary range- £30,000-£32,000 per year

Apply Now

Submit your CV and a cover letter detailing your suitability for the Customer Experience Executive role. We’re looking for someone passionate about all things food and drink who is looking to make a difference in the premium bakery sector.

Role: Customer Experience Advisor 

Reports into: Customer Experience Manager

Location: Remote, with requirement to work from the office 2 days a month/come in for meetings/townhall/training. UK based.

Contract Type: Full Time, working 7.5 hours per day, 37.5 hours per week, 5 days per week, including alternate weekends. Flexibility to suit the needs of the business, especially around peak business periods is required. There may also be occasions where travel is needed to support customer-facing events.

About Us

Nothing is clearer to us than the belief that every woman should include strength training in her life to enhance both physical and mental well-being. It's about building strong bodies and even stronger minds, asserting their right to take up space in the gym, and allowing the spotlight to shine bright on their progress.

To us, strength training represents a determined, goal-oriented mindset and an unwavering work ethic. We don't wait for success; we create it through hard work and determination. When faced with challenges, we don't back down; instead, we break through barriers, recognising that true progress lies on the other side.

These are the pillars that form the foundation of Oner Active. We consistently challenge ourselves to create innovative and impactful products, so that you can perform better. With our range of products and innovative approach, we provide a wide variety of colours to ensure that all skin tones genuinely radiate in Oner.

Our Purpose and Mission

We are on a mission to unite and empower women to be the strongest version of themselves through strength training. We want to inspire women to take centre stage in the gym by promoting strength training, which underpins all movement and sport, as a healthy foundation in life. 

Our Benefits

• 25 days annual leave + bank holidays and work from anywhere up to 4 weeks a year
• 5% employer match salary sacrifice pension scheme
• Generous Oner Active discount plus regular office sample sales
• Free Evolve You subscription
• Private Healthcare with Vitality including optical and dental 
• Monthly wellness allowance and team workout classes
• Start-up culture - the chance to learn and make a real impact
• Great employee events like our Summer party, Christmas party and team away days
• Healthy office snacks and fruit (plus a chocolate cupboard for a sweet treat for the balance)
• Dog friendly office

About You

We are seeking a dynamic and motivated Customer Experience Advisor to join our team. In this role, you will provide outstanding support to our customers, addressing social and customer experience queries from our London head office and remotely. You will play a key part in enhancing personalised responses on social media, improving response times for customer experience (CX), and ensuring a seamless refund process for returns. Additionally, you will support Community Management (CM/social media) efforts as needed, contributing to overall customer satisfaction and community engagement.

As a Customer Experience Advisor, you will be the first point of contact for customers and community members, addressing their queries and concerns through Zendesk and social media platforms. Your responsibilities will include providing clear, accurate information, maintaining up-to-date CRM records, escalating complex issues when necessary, and identifying opportunities to enhance the overall community experience. This role is ideal for someone who thrives in a fast-paced, customer-focused environment and takes pride in delivering exceptional service.

You’ll be responsible for:

• Serve as the first point of contact for customer and community inquiries.
• Handle a variety of daily queries related to delivery, payments, and products.
• Deliver exceptional customer service across all communication platforms, ensuring prompt and personalised responses.
• Escalate complex or specialist enquiries to relevant teams for resolution.
• Meet or exceed established performance and quality KPIs/targets.
• Monitor and respond to customer feedback on social media and review platforms within agreed SLAs.
• Observe community channels, identifying and escalating emerging issues quickly.
• Manage customer concerns during crises to protect the brand's reputation and enhance the overall experience.
• Build and maintain strong relationships with internal teams and external customers to foster collaboration and trust.

You’ll need to have:

• Proven experience in a customer-focused role, demonstrating a commitment to exceeding customer expectations.
• A proactive mindset with a “one-touch” approach to resolving customer issues efficiently and effectively.
• Exceptional organisational skills with the ability to manage a busy workload and adapt to shifting priorities in a fast-paced environment.
• Excellent teamwork and relationship-building abilities.
• Enthusiastic, self-motivated, and capable of managing diverse tasks with a positive attitude.
• Outstanding written communication skills with a keen eye for detail.
• Proficiency in using Zendesk or a similar platform is preferred.

Equality, Diversity, and Inclusion

At Oner Active it’s about embracing diversity and empowering every individual to reach their full potential. We are committed to creating an environment where everyone feels valued, supported, and able to thrive.

We welcome applications from all backgrounds and are dedicated to ensuring that everyone has equal access to opportunities during the recruitment process. If you require any reasonable adjustments or additional support, we encourage you to reach out to our Recruitment team — we’re here to support you every step of the way.

• Develop and execute a comprehensive customer experience strategy aligned with business objectives.
• Oversee the day-to-day operations of customer service and support teams, ensuring high levels of performance and customer satisfaction.
• Implement and optimize customer support channels, including phone, email, chat, and social media, ensuring seamless integration.
• Analyze customer feedback, support tickets, and satisfaction metrics to identify trends, pain points, and areas for improvement.
• Design and implement initiatives to enhance the customer journey, from initial contact to post-purchase support.
• Develop and maintain customer service policies, procedures, and training materials.
• Coach, mentor, and develop customer support staff, fostering a positive and high-performing team environment.
• Collaborate with cross-functional teams (e.g., Product, Marketing, Sales) to advocate for the customer and drive customer-centric improvements.
• Manage vendor relationships for outsourced support services, if applicable.
• Utilize CRM and other customer support software to track interactions, manage cases, and report on key performance indicators (KPIs).

• Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree is a plus.
• Minimum of 7 years of experience in customer service management or customer experience leadership, with a proven track record of success.
• Demonstrated expertise in developing and implementing customer experience strategies.
• Strong understanding of customer support best practices, CRM systems, and service management tools.
• Excellent analytical and problem-solving skills, with the ability to interpret data and translate insights into actionable plans.
• Exceptional leadership, communication, and interpersonal skills.
• Experience managing remote teams and fostering a strong team culture.
• Ability to think strategically and operate tactically to drive customer satisfaction and loyalty.
• Proficiency in various customer support software and technologies.

• Lead the design and evolution of comprehensive customer journey maps across all channels and stages.
• Define and champion the overall customer experience strategy, aligning it with business objectives.
• Conduct in-depth customer research, data analysis (quantitative and qualitative), and usability testing to uncover insights and identify pain points.
• Translate customer insights into actionable recommendations for improving products, services, and processes.
• Collaborate closely with product management, design, marketing, sales, and support teams to implement CX improvements.
• Develop and manage customer experience design standards, guidelines, and best practices.
• Advocate for the customer throughout the organisation, ensuring their needs are central to decision-making.
• Measure and report on key customer experience metrics (e.g., NPS, CSAT, CES) and demonstrate the impact of CX initiatives.
• Stay abreast of emerging trends and technologies in customer experience design and innovation.
• Mentor and guide other members of the CX team and cross-functional stakeholders.
• Facilitate workshops and brainstorming sessions to drive creative problem-solving and ideation.
• Develop prototypes and visualisations to communicate proposed CX solutions.

• Bachelor's or Master's degree in Design, Human-Computer Interaction, Business, Marketing, or a related field.
• Minimum of 7 years of experience in Customer Experience (CX) design, journey mapping, service design, or related fields.
• Proven experience in leading significant CX transformation initiatives and influencing organisational change.
• Deep understanding of CX methodologies, design thinking principles, and user-centred design.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Excellent storytelling, communication, and presentation skills, with the ability to articulate complex ideas clearly.
• Experience with CX platforms, journey mapping tools, and user research methodologies.
• Ability to work effectively in a fully remote environment, demonstrating strong self-management and collaboration skills.
• Demonstrated ability to build consensus and drive alignment across diverse teams.
• Experience in managing and mentoring junior team members is a plus.
• Familiarity with (mention relevant industry or product types, e.g., SaaS, e-commerce, financial services) is an advantage.

Interested in exploring the world of legaltech? Join our diverse team at SeedLegals and provide high quality support to some of the UK’s most exciting startup founders!

SeedLegals is the leading provider of automated legal solutions for startups in the UK, France, and Ireland. We’re a Series A company, backed by exceptional VCs such as Index Ventures, committed to making entrepreneurship accessible to all. We've revolutionised early-stage fundraising, team reward systems, and business scalability since our inception in 2016. With over 60,000 companies served and startups raising over £2 billion on our platform, we've become a driving force in the industry.

Our values are key to our success here at SeedLegals:

• We invest and trust in each other;
• We are committed to a growth mindset;
• We embrace diversity and cultivate inclusion;
• We are driven by customer success.

As an SEIS Associate, you’ll be at the heart of how SeedLegals helps startups secure their Advance Assurance applications to attract investors and give them the generous SEIS/EIS tax breaks many investors look for. Our team completes more SEIS/EIS Advance Assurance applications than any other organisation in the UK. You’ll work directly with founders to guide them through the application process and HMRC requirements but your impact doesn't stop there.

You’ll also play a hands-on role in building and improving the systems that power the experience:

• Refining our customer pipelines and workflows in our CRM (Hubspot)
• Creating scalable processes and playbooks
• Feeding directly into our product development by sharing insights, testing features, and shaping new tools
• Collaborating cross-functionally with Sales, Legal and Engineering to make complex things feel simple for customers

This is a role for someone who loves combining customer empathy with operational thinking - someone who thrives in a fast paced, collaborative environment and enjoys making things work better at scale. You’ll help us not just support startups, but scale the platform that powers them.

• Guiding customers through the completion and submission of Advance Assurance applications
• Supporting clients with SEIS/EIS questions and assisting with correspondence from/to HMRC
• Providing responsive, accurate support through HubSpot live chat, email, and Gmeet
• Delivering outstanding customer experience that is compliant, efficient, and founder-friendly
• Working cross-functionally with our CX, Legal, Sales, and Product teams to improve workflows and build better tools
• Helping develop content and training materials to scale our support across a growing customer base
• Providing feedback to shape the Advance Assurance product and support ongoing improvements

Your annual starting salary would be between £3,000 - 8,000 depending on your experience.

Requirements

• A background in law, accountancy, compliance or tax
• Demonstrable experience in tax incentives, VCM guidelines, company law, or startup finance. Previous exposure to SEIS/EIS roles is a plus

• A strong interest in working at the intersection of law, finance, and technology - and are excited by the fast pace of startup life
• Process-driven and highly organised, quick to spot ways to improve efficiency or fix pain points
• Excellent written and verbal communication skills and candidates who thrive when helping others
• Experience assisting customers through complex processes. Experience working with founders, early-stage startups or with SaaS businesses is a big plus
• Motivated by both individual ownership and team success
• This role is based in the UK. Successful candidates must have the right to work in the UK, as this role is not eligible for current or future visa sponsorship

Benefits

• Private healthcare, life, and group critical illness insurance
• 25 days annual leave, plus bank holidays and your birthday off
• Buy and sell annual leave options
• 3 volunteer days per year
• Share options after one year in the company
• Pension
• Hybrid working policy, and a 50 work-from-home allowance.
• Learning, development and networking opportunities with some of the most experienced individuals in UK startup law, investment, and entrepreneurship
• Cycle to work scheme
• Annual learning & development budget
• Access to Happl - integrated benefit and rewards platform
• Free lunch in the office once a week

• Apply online
• 30 min video call with a member of the team + small written task
• 1hr long interview with a manager & member of the team
• 30 min chat with the Head of Customer Experience
• 30 min chat with the CEO

We love that many candidates are embracing AI to support their applications. However, we’ve found that this often makes applications very similar to one another, which can limit your ability to stand out. We encourage you to personalise your application so your unique voice and experiences come through.