Advert Close date: 24th September 2026

Customer Service Executive at The Crown Estate

Purpose of 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.

Main Accountabilities

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 based in London and is customer-facing, requiring regular in-person presence while supporting flexible working arrangements.

You will:

• Act as a key point of contact for customers, managing enquiries and providing clear, proactive communications that keep people informed and engaged.

• Resolve customer queries and complaints efficiently, fairly and in line with relevant policies and service standards.

• Identify complex or higher-risk issues and escalate them appropriately to the Senior Customer Service Manager.

• Capture customer feedback, concerns and recurring issues, using these insights to identify opportunities for service improvement.

• Maintain accurate and detailed customer records within Microsoft Dynamics 365.

• Monitor service performance and produce regular reporting on enquiries, complaints, customer satisfaction, KPIs and service-level agreements.

• Support the implementation of new customer engagement technology and encourage effective CRM use across the organisation.

• Work flexibly across the team, contributing to projects and supporting colleagues where needed to help deliver shared customer objectives.

Most Important Skills Based Requirements

We are looking for someone who brings:

• Strong customer service experience gained in a varied, fast-paced environment.

• Experience of 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.

• 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, with the ability to recognise trends, risks and opportunities within customer information and feedback.

• A proactive and improvement-focused mindset, with the confidence 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.

• An openness to new ideas, technologies and ways of working, together with a commitment to continuous learning and improvement.

Our Offering / benefits:

As well as a competitive salary, pension and performance related bonus offering, we have a wealth of benefits available ranging from flexible working; market leading family policies and shopping discounts in the West End, to private healthcare; life and critical illness cover and 28 days holiday with the option to buy more. We value work life balance and your wellbeing highly, enabling you to be your best self to work.

Disability Disclaimer:

We are a proud disability confident employer and operate the offer of interview scheme Disability Confident employer scheme - GOV.UK (www.gov.uk).

We are happy to offer alternative application methods or formats and can be flexible on our process to enable you to have the best opportunity.

If you have any questions about our recruitment process or would like to talk about adjustments, please contact us directly, or at careers@thecrownestate.co.uk

Please note that if we receive a high volume of applications, we may close this advert early. We encourage you to apply as soon as possible.