Customer Experience Advisor – Contact Centre

About the role

We are looking for a Customer Experience Advisor to join our vibrant contact centre in Basingstoke. Working 37 hours a week, you will be the first point of contact for our customers, handling inbound calls and digital enquiries while delivering a “right first time” service.

Key responsibilities

• Answer a high volume of inbound phone calls and respond to customer queries via digital channels.
• Provide friendly, efficient and accurate information on housing management and repairs.
• Resolve enquiries at the first point of contact wherever possible.
• Escalate complex issues to the appropriate team while maintaining a professional demeanor.
• Maintain accurate records of interactions in the company’s systems.

Required profile

• Proven experience in a high‑pressure customer service or contact‑centre environment.
• Strong problem‑solving abilities and resilience when dealing with difficult situations.
• Excellent verbal and written communication skills.
• Ability to manage time effectively in a fast‑paced setting.
• Genuine passion for helping people and delivering first‑class service.

Required skills

• Computer literacy (ability to use standard office software and CRM systems).

What we offer

• 26 days holiday plus bank holidays, with the option to buy or sell leave.
• Productivity‑related bonus scheme.
• Generous contributory pension (6% employer contribution, matching 7‑10%).
• Life assurance (3× annual salary), private medical insurance and health cash plan.
• Enhanced parental leave pay and access to counselling, legal and financial advice.
• Electric car scheme and extensive e‑learning, coaching and mentoring programmes.