ABOUT US The Arch Company is the UK’s largest small business landlord, serving thousands of business owners who make a unique and vital contribution to the UK economy. The company purchased Network Rail’s former commercial property estate in early 2019 and have a property portfolio of more than 5,000 railway arches, business estates, former station buildings and other properties. The Arch Company is proud to be the landlord to a diverse, passionate group of small business owners, entrepreneurs and community organisations across England and Wales. The Arch Company shareholders are TT Group and Blackstone Property Partners. We're committed to creating a diverse, inclusive, and equitable workplace, so if you're interested in this job but don't meet every aspect of the job description, we’d still encourage you to apply. You might be the ideal candidate for this role, or other positions. ROLE PURPOSE We are seeking a highly motivated and results-driven Customer Experience Executive to support the Head of Customer in delivery of customer facing initiatives, working cross-functionally with internal teams to implement new processes, systems and policies designed to enhance customer experience and improve customer satisfaction and retention. KEY ACCOUNTABILITIES Collect and review customer feedback, identifying trends and insights to suggest improvements to the product, service, or processes Map as-is customer journeys and identify pain points and opportunities to feed into technology and business transformation roadmaps Work closely with other teams to share customer insights and ensure that customer needs are met Support in the delivery of customer facing initiatives, helping define business requirements, develop user stories and manage stakeholders Be a passionate advocate for customers and a customer centric approach SKILLS, KNOWLEDGE, AND EXPERIENCE Essential Experience : Minimum of 1-2 years in a customer service or customer experience role. Knowledge of customer satisfaction metrics (e.g., NPS, CSAT) Communication : Excellent verbal and written communication skills and confident in presenting and putting forward ideas Problem-Solving : Strong problem-solving skills, with the ability to think critically and offer effective solutions Attention to Detail : High attention to detail to ensure accuracy and quality in all customer solutions and outcomes Organizational Skills : Strong time-management skills and ability to handle multiple tasks efficiently in a fast-paced environment Team Player : Collaborative and proactive, with the ability to work well in a team-oriented setting Desirable Previous experience in Property sector is desirable but not essential Comfortable using customer service software, CRM tools, and other digital platforms to manage interaction EQUALITY, DIVERSITY & INCLUSION At The Arch Company, we are on a mission to make our workplace as welcoming and inclusive as possible. We believe that our differences make us stronger, and we are committed to providing everyone with a fair chance of success, no matter where they come from or who they are. We take pride in celebrating what makes each of us unique. When you join our team, you are not just getting a job; you are becoming a part of our friendly and open-minded team, with a key role to play in creating a more inclusive and diverse future. The Arch Company is an equal opportunity employer, so if you are excited to be part of a company that champions diversity and inclusion, we invite you to explore our job opportunities. For more information on Benefits, DE&I and open Vacancies, please visit our careers page Careers | The Arch Company