Customer Experience Advisor – Customer Service & Administration

About the role

The Customer Experience Advisor will act as the first point of contact for inbound enquiries, delivering professional support across phone, email, live chat and text. Working on a fixed‑term contract until September 2026, the role blends customer service with administrative duties to ensure smooth waste collection operations.

Key responsibilities

• Respond to inbound customer enquiries via telephone, email, live chat, text and Salesforce.
• Resolve queries related to services, pricing, invoices, collections and account information.
• Handle complaints and service issues, following escalation procedures.
• Schedule and book waste collections while maintaining accurate records.
• Process administrative requests such as welcome packs, portal registrations and waste transfer notes.
• Liaise with Operations, Sales and Customer Service teams to ensure seamless issue resolution.
• Support the Sales team by logging leads, validating information and assisting with pre‑qualification questionnaires.
• Conduct customer satisfaction reviews and gather feedback for service improvement.
• Identify upsell and cross‑sell opportunities while meeting KPIs and service level agreements.

Required profile

• Previous experience in a customer service, contact centre or customer experience role.
• Strong verbal and written communication skills with a customer‑focused attitude.
• Ability to handle high volumes of enquiries across multiple channels.
• Excellent attention to detail and accurate data entry.
• Proven problem‑solving and complaint‑resolution abilities.
• Capability to work collaboratively with internal teams and meet performance targets.

Required skills

• Salesforce (or similar CRM) proficiency.
• Microsoft Word.
• Microsoft Excel.
• Microsoft Outlook.
• Microsoft Teams.