Senior Customer Experience Advisor
Location: Regional UK (Multiple Sites) | Full-time
Salary: £28-£32,500 + enhanced duties + overtime +pathway to leadership
Lead by example. Shape performance. Be the backbone of your team.
As a Senior Customer Experience Advisor, youll be at the forefront of our Client teams successguiding, supporting and resolving the most challenging customer service issues while helping less experienced colleagues succeed.
What You'll Do
Respond to customer enquiries via phone, email and digital channels, including service orders, billing queries, product updates and delivery scheduling
Manage the most complex or escalated queries and resolve them with full ownership
Be a key support to Team Leaders by reviewing service metrics and agent outputs
Provide coaching, shadowing and buddy support to new joiners or developing agents
Contribute to training initiatives or micro-learning content through experience sharing
Act as a flexible resource during high-demand periods and help advisors in real time
Identify repeat problems or failure points and share with leadership for process enhancement
Support call calibration, quality reviews and documentation consistency across team
What Youll Bring
Deep experience in customer service in a call centre, contact centre or customer service centre including complaints handling or specialist accounts
Confidence and diplomacy when resolving emotionally charged or sensitive situations
Demonstrated ability to influence peers and contribute to a positive, learning-led environment
Accuracy and attention to detail when completing tasks under pressure
Proactive engagement in performance discussions, improvement plans and service feedback loops
Excellent time management and adaptability when moving between tasks and priorities
Coaching and mentoring skills
What Youll Gain
Enhanced visibility with senior leaders and cross-functional partners
First access to acting-up or secondment opportunities (e.g., Supervisor and Manager)
A comprehensive six week onboarding programme with dedicated support
Development through coaching qualifications or formal leadership training
The chance to leave a legacy through shaping team capability, culture and service standards
To explore your future please email your CV
TPBN1_UKTJ