Title: Customer Experience Advisor
Contract: 6 months
Location: Warrington, UK (on-site)
Job Purpose
The Customer Experience Advisor is responsible for responding professionally, efficiently, and consistently to all inbound customer enquiries. The role ensures a high standard of customer satisfaction across rates, services, invoicing, and complaint handling, while managing service failures in line with Veolia's performance standards and contractual obligations.
Key Responsibilities
Customer Service & Enquiry Management
Act as a primary point of contact for inbound customer enquiries, including service and lift enquiries, ensuring timely and accurate resolution.
Handle customer communications across multiple channels, including telephone, live chat, email, text messages, Salesforce cases, and social media platforms, in full compliance with escalation and call-flow procedures.
Gather, compile, and coordinate information across internal teams to ensure customer queries are resolved efficiently and within agreed timescales.
Provide accurate rates, quotations, proof of collections, invoice support, and general service information.
Conduct customer reviews and feedback activities to assess satisfaction and identify service improvement opportunities.
Complaints & Service Recovery
Manage customer complaints professionally and empathetically, acting as the initial point of contact and working towards resolution in line with agreed KPIs.
Handle director-level complaints, service centre referrals, and escalations from digital and social channels to improve customer satisfaction and loyalty.
Minimise service failures where possible and support service recovery actions.
Administration & Systems
Complete all associated administrative tasks, including logging queries, booking waste collections, issuing welcome packs, supporting Customer Hub registrations, and accepting waste transfer notes.
Maintain accurate and up-to-date records within CRM and business systems.
Adhere to Quality Assurance standards and documentation requirements at all times.
Sales & Business Support
Support the sales team by logging and allocating leads, conducting contract checks, validating customer information, and assisting with pre-qualification questionnaires.
Contribute to business growth through up-selling and cross-selling Veolia products and services where appropriate.
Support annual programmes, including price increase initiatives and duty of care compliance activities.
Compliance & Collaboration
Demonstrate a strong duty of care by adhering to data protection, confidentiality requirements, contractual terms and conditions, and relevant legislation.
Build and maintain strong working relationships with internal stakeholders and external customers.
Provide flexible support to other teams within the department in line with business needs.
Knowledge, Skills & Experience
Essential
Strong commitment to delivering an excellent customer experience.
Excellent written and verbal communication skills.
Strong interpersonal skills with the ability to build rapport and manage difficult conversations.
High attention to detail and strong organisational skills.
Professional telephone manner and customer-focused approach.
Ability to work effectively under pressure in a fast-paced environment.
Self-motivated, focused, and proactive.
Ability to handle conflict situations with patience, empathy, and professionalism.
Strong multitasking capability.
Good computer literacy, including working knowledge of Google Office applications (Docs and Sheets).
Typing speed of approximately 40 words per minute.
GCSEs in Maths and English at grade C or above (or equivalent).
Desirable
Previous customer service experience.
Customer service-related qualification.
Experience within the waste or environmental services industry.
Commercial awareness.
Previous experience using CRM systems, such as Salesforce.
Ability to speak an additional language.
What happens next?
Your application and CV will be carefully reviewed by the recruitment team managing this position. If your experience matches the role requirements, we will contact you within 48 hours to discuss the opportunity and outline the next steps
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
