Customer Experience Advisor
HybridSalisbury, England, United Kingdom
EXPIREDSalisbury, England, United KingdomHybridFull TimeEnterprise
Full TimeEnterprise
Job Summary
Manage inbound customer contacts across telephone, email, and webchat channels while resolving enquiries on accounts, administration, and maintenance repairs. Prioritize achieving First Contact Resolution by taking full ownership of queries through to end-to-end resolution, including managing follow-ups and liaising with internal teams for escalations. Actively listen, show empathy, and tailor communication to meet customer needs, ensuring all interactions are logged accurately and feedback opportunities are encouraged.
Required Qualifications
- Strong communication skills (verbal and written)
- Excellent problem-solving and decision-making abilities
- High level of empathy and emotional intelligence
- Ability to manage multiple systems and tasks simultaneously
- Strong organisational and time management skills
- Customer-first mindset – always prioritising customer outcomes
- Ownership & accountability – taking responsibility through to resolution
- Resilience – managing challenging interactions positively
- Collaboration – working effectively with colleagues and other teams
- Continuous improvement – proactively identifying opportunities to enhance service
- Integrity & professionalism – acting in line with company values
Desired Qualifications
- Experience in a contact centre or customer service environment preferred
- Experience handling complex customer queries or complaints
- Exposure to accounts, admin, or repairs/maintenance-related queries is advantageous
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