Customer Experience Advisor

Job Purpose

• 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.

• 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.

• 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.

• 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 our products and services where appropriate.
• Support annual programmes, including price increase initiatives and duty of care compliance activities.

• 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).

• 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.