Job title: Customer Experience Advisor (Administration and Customer Service)
PURPOSE
To deliver exceptional customer service by serving as the primary point of contact for customer inquiries, concerns, and requests. The Customer Experience Advisor will provide knowledgeable, empathetic, and effi cient support across multiple channels, resolving issues at fi rst contact whenever possible while maintaining a positive and professional demeanour. This role is essential in building customer loyalty, enhancing satisfaction, and representing our brand values through every interaction, ultimately contributing to an outstanding end-to-end customer experience.
Job Description Summary (Key Points)
- Deliver professional, timely customer service across all omni-channel platforms in line with SLAs and KPIs
- Act as the first point of contact, resolving enquiries at first contact wherever possible
- Handle customer complaints and invoice disputes with empathy, professionalism, and efficiency
- Maintain accurate records, logs, and administrative documentation in line with procedures and regulations
- Support sales and operational teams with lead management, contract checks, customer onboarding, and service mobilisations
- Build strong working relationships with customers and internal stakeholders across departments
- Meet and exceed customer satisfaction, response time, and first-time resolution targets
- Proactively gather customer feedback and identify opportunities for service improvement
- Ensure compliance with data protection, GDPR, Duty of Care, and relevant legislation
- Promote sustainable waste management practices and support customers in meeting environmental obligations
- Champion the organisation's sustainability values, circular economy principles, and environmental initiatives
- Contribute to continuous personal development through training and skills enhancement
QUALIFICATIONS Essential:
● A commitment to providing a great customer experience
● Excellent written & verbal communication
● A commitment to providing a great customer experience
● Excellent written & verbal communication
● Strong interpersonal skills
● Focused and self-motivated
● Patient and able to effectively handle confl ict and provide empathy
● Ability to multitask
Desirable:
● GCSE (or equivalent) in Maths & English pass
● Focused and self-motivated
● Patient and able to effectively handle confl ict and provide empathy
● Computer literacy
● Working knowledge of Google Offi ce Applications (Sheets/Docs)
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
