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Senior Customer Experience Advisor
Location: Regional UK (Multiple Sites) | Full-time
Salary: £26,000 - £27,600 + enhanced duties + overtime + pathway to leadership
Lead by example. Shape performance. Be the backbone of your team.
As a Senior Customer Experience Advisor, you'll be at the forefront of our client team's success, guiding, 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 complex or escalated queries with full ownership.
* Support 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 assist advisors in real-time.
* Identify repeat problems or failure points and share insights with leadership for process improvement.
* Support call calibration, quality reviews, and documentation consistency across the team.
What You'll Bring
* Deep experience in customer service within a call centre, contact centre, or customer service centre, including complaints handling or specialist accounts.
* Confidence and diplomacy in resolving emotionally charged or sensitive situations.
* Ability to influence peers and foster a positive, learning-led environment.
* Accuracy and attention to detail under pressure.
* Proactive engagement in performance discussions, improvement plans, and service feedback.
* Excellent time management and adaptability.
* Coaching and mentoring skills.
What You'll 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 opportunity to shape team capability, culture, and service standards.
To explore your future, please email your CV.
Location: Regional UK (Multiple Sites)
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Customer Service
Industries: Administrative and Support Services
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