Customer Experience Advisor (Administrator & Customer Service)
Contract: Until 6th September 2026
Location: Warrington, WA3 6FW
Working Shift: Monday to Friday: 12pm to 8pm & Saturday: 9am to 1pm
Key Responsibilities
- Respond to inbound customer enquiries via telephone, email, live chat, text messages, and Salesforce in a professional and timely manner.
- Deliver excellent customer service by resolving queries relating to services, pricing, invoices, collections, and account information.
- Handle customer complaints and service issues efficiently, following escalation procedures to ensure timely resolution.
- Schedule and book waste collections while maintaining accurate customer records and administrative documentation.
- Process customer requests including welcome packs, customer portal registrations, waste transfer notes, and other administrative tasks.
- Liaise with internal departments including Operations, Sales, and Customer Service teams to ensure seamless communication and issue resolution.
- Support the Sales team by logging leads, validating customer information, checking contracts, and assisting with pre-qualification questionnaires.
- Conduct customer satisfaction reviews and gather feedback to improve service quality and customer loyalty.
- Promote and identify opportunities to upsell and cross-sell company products and services while delivering a positive customer experience.
- Meet departmental KPIs and service level agreements, ensuring accurate data entry, timely case management, and high customer satisfaction levels.
Essential Skills
- Previous experience in a Customer Service, Customer Care, Contact Centre, Call Centre, or Customer Experience role.
- Excellent verbal and written communication skills with the ability to build strong customer relationships.
- Confident handling high volumes of inbound calls, emails, live chats, and customer enquiries.
- Strong administrative skills with excellent attention to detail and accurate data entry.
- Experience using CRM systems such as Salesforce or similar customer management software.
- Ability to manage multiple tasks, prioritise workload, and work effectively in a fast-paced environment.
- Excellent problem-solving and complaint resolution skills with a customer-focused approach.
- Competent in Microsoft Office applications, particularly Word, Excel, Outlook, and Teams.
- Ability to work collaboratively with internal teams, including Operations, Sales, and Customer Support.
- Target-driven with the ability to work towards KPIs, service levels, customer satisfaction, and quality standards.
For more info contact me on +44 161 527 9461 or jinal.shah@guidantglobal.com