Senior Customer Experience Advisor

About the role

Veolia is seeking a Senior Customer Experience Advisor to act as the ‘customer first’ voice within the organisation. This 12‑month secondment bridges the gap between frontline advisors and team leaders, offering a chance to develop leadership skills while delivering exceptional service.

Key responsibilities

• Serve as the primary escalation point for complex customer and supplier invoice disputes.
• Communicate with internal stakeholders to review debt positions and facilitate smooth transition from query to recovery.
• Liaise with the Business Development Team to verify billing information for new customers.
• Ensure national‑account costs from third‑party suppliers and internal divisions are correctly billed to customers.
• Handle challenging interactions via phone, email, Google Meet and live chat with professionalism and empathy.
• Strive for first‑contact resolution and implement solutions that reduce repeat contacts.
• Support team members and assist the Team Leader with operational responsibilities.
• Contribute to overall customer satisfaction metrics and quality outcomes.

Required profile

• Passion for delivering outstanding customer service.
• Strong communication and problem‑solving abilities.
• Ability to manage complex queries and escalations.
• Willingness to support colleagues and develop leadership capabilities.
• Professional, empathetic approach to challenging customer situations.

Required skills

• Google Meet
• Live chat platforms

What we offer

• Competitive salary plus Veolia benefits and pension.
• 40‑hour week, Monday‑Friday with occasional Saturday rota.
• 12‑month secondment providing exposure to senior responsibilities.
• Opportunity to contribute to ecological transformation initiatives.