Customer Experience Advisor Hybrid – Home working with 2 days per week at Head Office (DE4 3YH) Permanent contract, 37.5 hours per week £25,200 per annum As a Customer Experience Advisor, you will play a vital role in delivering outstanding service and ensuring every customer interaction is positive and welcoming. Working both independently and as part of a team, you’ll handle a variety of enquiries including memberships, individual and family bookings, accommodation and service information, as well as accurately processing payments and refunds. You’ll engage with customers via phone and email, providing clear, friendly, and solution‑focused support at every touchpoint. You’ll manage your workload effectively, share knowledge, and contribute to a collaborative team environment. By consistently delivering excellent customer experiences and supporting revenue targets, you’ll help YHA achieve its charitable objectives and ensure our guests and members enjoy a memorable and rewarding stay. Why work for YHA? Join our team and enjoy a range of exclusive staff benefits that support your well-being and career growth: 10 nights free hostel stays per year for you and up to 3 friends or family Access to YHA’s staff discount and cash back portal Free YHA Membership each year Access to support via our Employee Assistance Program There are many more benefits to working for YHA so please visit our YHA Jobs website for more information. What will you be doing as a Customer Experience Advisor? Provide a warm, friendly, and professional experience for all YHA customers and members. Handle Family & Individual bookings from first enquiry through to booking, payment, cancellation, and refund. Support customers with membership queries, including new memberships and renewals. Listen carefully to customer needs and recommend suitable YHA products, services, and upgrades. Take payments and process refunds accurately, following YHA policies and banking best practice. Record and maintain customer and member information accurately, in line with data protection requirements. Work efficiently within agreed response times, using YHA systems correctly and confidently. Take part in training, continuous improvement activities, and support colleagues during busy periods. Contribute to team performance by meeting sales targets, building customer loyalty, and identifying ways to increase income. What Skills and Experience do you need to be a Customer Experience Advisor? Good numeracy and literacy skills, with strong attention to detail and accuracy. Able to work independently, using good judgement and problem ‑ solving skills. Confident IT skills, ideally including Microsoft Office and customer systems. A friendly and professional telephone manner that creates a positive first impression. Able to remain calm and professional when dealing with challenging or sensitive situations. Works well as part of a team, building positive relationships quickly and supporting colleagues. Comfortable managing changing priorities and busy workloads, especially during peak periods. Strong written communication skills, with the ability to respond clearly and professionally by email. Experience delivering excellent customer service in a fast ‑ paced environment. Experience in a sales, contact centre, or customer ‑ focused role, working to targets and deadlines (desirable). Demonstration of our HEART values – they’re part of everything we do, and we look for people who bring them to life in their everyday work For more information about the role and the skills and experience required, please refer to the job description. At YHA, we understand the richness of life experiences, and we place just as much importance on lived experiences as we do on skills and knowledge. We provide a robust induction, ongoing training, and opportunities for personal growth. While certain roles may require specific skills, we welcome applicants from all backgrounds. For more information about how we are creating an inclusive workplace please visit our jobs website. Who are YHA? YHA is a social enterprise with a mission to enrich the lives of all, especially young people. YHA does this by providing brilliant hostel stays and experiences that improve physical health, mental wellbeing and life skills. If you would like to find out more about YHA the charity, the culture, the heritage and so much more please visit our jobs website. How do you apply? Submit your CV and complete the application form. For more information about our recruitment process, visit the job website. If you need any assistance, please email jobs@yha.org.uk Once the hiring manager has reviewed your application we will contact shortlisted candidates. We aim to get in touch within a reasonable amount of time after the closing date. You can also check on the progress of your application if you have signed up to Connect - our online candidate portal If you require reasonable adjustments during the recruitment process, please get in touch by emailing jobs@yha.org.uk. PLEASE NOTE All relevant checks are in place to ensure safeguarding and legal requirements of safer recruitment are adhered to. We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.