Customer Experience Advisor

About the role

A growing and highly regarded organisation is seeking an experienced Contact Centre Customer Service Advisor to join its customer experience team. This role suits a customer service professional with a proven background in an office‑based or contact centre environment, handling enquiries by phone, email and written correspondence, managing a caseload, and working to first‑contact‑resolution targets.

Key responsibilities

• Handle customer enquiries via telephone, email and written correspondence within a multi‑channel contact centre environment.
• Resolve customer issues with a focus on first contact resolution.
• Log and manage cases accurately using CRM/case management systems.
• Build professional relationships through proactive, consistent communication.
• Work closely with internal departments to ensure a seamless customer journey.
• Maintain accurate customer records and administrative processes.
• Respond to customer queries within agreed SLAs and quality standards.
• Support continuous improvement initiatives and service excellence standards.
• Manage a varied caseload while maintaining strong attention to detail.

Required profile

• Minimum 12 months experience in an office‑based or contact centre customer service role (retail or hospitality experience not applicable).
• Experience managing enquiries across multiple channels: phone, email and written correspondence.
• Experience using a CRM or case management system.
• Excellent written and verbal communication skills.
• Experience working in an office environment.

What we offer

• 24 days annual leave plus Bank Holidays, increasing with length of service.
• Birthday day off every year.
• Financial support towards professional qualifications.
• Up to six days paid study leave per year.
• Ongoing training and personal development.
• Clear career progression opportunities.
• Company social events, incentives and recognition programmes.
• Casual dress policy.
• Long service awards.
• Enhanced maternity and paternity benefits.
• Access to mental health support services and trained mental health first aiders.
• Personal accident insurance cover.
• Complimentary fresh fruit delivered twice weekly.
• Great Place to Work certified employer.