Job Description
Senior Customer Experience AdvisorLocation: Regional UK (Multiple Sites) | Full-timeSalary: £27-£31,000 + enhanced duties + overtime +pathway to leadershipLead by example. Shape performance. Be the backbone of your team.As aSenior 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 DoRespond to customer enquiries via phone, email and digital channels, including service orders, billing queries, product updates and delivery schedulingManage the most complex or escalated queries and resolve them with full ownershipBe a key support to Team Leaders by reviewing service metrics and agent outputsProvide coaching, shadowing and buddy support to new joiners or developing agentsContribute to training initiatives or micro-learning content through experience sharingAct as a flexible resource during high-demand periods and help advisors in real timeIdentify repeat problems or failure points and share with leadership for process enhancementSupport call calibration, quality reviews and documentation consistency across teamWhat Youll BringDeep experience in customer service in a call centre, contact centre or customer service centre including complaints handling or specialist accountsConfidence and diplomacy when resolving emotionally charged or sensitive situationsDemonstrated ability to influence peers and contribute to a positive, learning-led environmentAccuracy and attention to detail when completing tasks under pressureProactive engagement in performance discussions, improvement plans and service feedback loopsExcellent time management and adaptability when moving between tasks and prioritiesCoaching and mentoring skillsWhat Youll GainEnhanced visibility with senior leaders and cross-functional partnersFirst access to acting-up or secondment opportunities (e.g., Supervisor and Manager)A comprehensive six week onboarding programme with dedicated supportDevelopment through coaching qualifications or formal leadership trainingThe chance to leave a legacy through shaping team capability, culture and service standardsTo explore your future please email your CVTPBN1_UKTJ