As the first point of contact for our customers, you'll play a vital role in delivering an exceptional customer journey by handling enquiries efficiently, resolving issues professionally, and supporting customers across multiple communication channels.
This is an exciting opportunity for someone who enjoys making a real difference while working within a supportive, customer-focused team.
As a Customer Experience Advisor, you will:
Respond to customer enquiries via telephone, email, live chat, text message and CRM systems
Handle service, invoice and account enquiries professionally and efficiently
Provide quotations, pricing information and proof of collection documentation
Resolve customer complaints with empathy and in line with company service standards
Book waste collections and complete associated administrative tasks
Register and support customers using online customer portals
Log and manage customer cases accurately within Salesforce
Build positive relationships with customers, colleagues and external partners
Support the sales team by logging leads, carrying out contract checks and assisting with pre-qualification questionnaires
Identify opportunities to upsell and cross-sell products and services where appropriate
Conduct customer satisfaction reviews and gather feedback to improve service
Ensure compliance with data protection, confidentiality and Duty of Care legislation
Support wider business initiatives including annual price increases and compliance programmes
##
We're looking for someone who has:
A genuine passion for delivering excellent customer service
Outstanding verbal and written communication skills
Excellent telephone manner and customer care skills
Strong attention to detail and organisational ability
The ability to remain calm under pressure and manage multiple priorities
Excellent problem-solving and conflict resolution skills
Good computer literacy, including Microsoft Office or Google Workspace
Typing speed of approximately 40 words per minute
GCSE Maths and English (Grade C/4 or above) or equivalent
### Desirable
Previous customer service or contact centre experience
Experience using CRM systems such as Salesforce
Customer Service qualification
Commercial awareness
Experience within the waste, environmental or utilities sector
Ability to speak an additional language
Delivers a consistently excellent customer experience
Takes ownership of customer enquiries through to resolution
Works collaboratively with colleagues across Customer Experience, Operations, Sales and Finance
Maintains high levels of accuracy and attention to detail
Meets service level agreements and quality standards
Looks for opportunities to improve customer satisfaction and business performance
Salary description
£12.71 - £12.71 per hour