Customer Experience Advisor

The Customer Experience Advisor is responsible for delivering outstanding service across all inbound customer contact channels, including voice and digital platforms (e.g. email, webchat, messaging). The role focuses on resolving enquiries related to Administration, Accounts, and Maintenance/Repairs, ensuring a seamless and positive experience for every customer.

This role aims to resolve queries at the first point of contact wherever possible, minimise escalations, and take ownership of customer issues through to full resolution, acting as a strong advocate for customer experience across the business.

• Manage inbound customer contacts across multiple channels (telephone, email, webchat, etc.) in a professional and empathetic manner
• Resolve enquiries relating to Accounts (e.g. Balances, Billing, Payments and Service Charges)
• Resolve enquiries relating to Admin (e.g. Account Updates and General Enquiries)
• Resolve enquiries relating to Maintenance/Repairs
• Strive to achieve First Contact Resolution (FCR) wherever possible
• Take full ownership of customer queries and ensure end-to-end resolution, including managing follow-ups
• Proactively manage escalations through to resolution, maintaining communication with the customer
• Resolve non-escalated complaints efficiently and in line with company policy
• Ensure all complaints are handled with empathy, accountability, and fairness
• Provide a consistently excellent customer experience on every interaction
• Act as a champion for customer‑centric thinking, challenging processes that may negatively impact the customer journey
• Identify recurring issues or inefficiencies and provide feedback to the Resolution and Continuous Improvement Team to improve service delivery
• Build rapport and trust with customers, ensuring they feel valued and supported
• Accurately log all interactions and actions taken within systems
• Clearly communicate next steps and expectations to the customer when escalation is required
• Take ownership of the case and manage it through to resolution when escalation is required
• Liaise with internal teams to ensure timely outcomes when escalation is required
• Ensure customers are kept informed with regular updates when escalation is required
• Actively listen, show empathy, and tailor communication style to meet customer needs
• Go above and beyond to create positive, memorable experiences
• Encourage satisfied customers to leave feedback, including Trustpilot reviews
• Promote feedback opportunities at appropriate moments in the customer journey
• 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
• 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

• 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

• Customer Satisfaction (CSAT)/Customer Experience scores
• Quality Assurance (QA) scores
• Average Handling Time (AHT) (balanced with quality and resolution)
• Contact volumes and productivity metrics
• Complaint resolution times and outcomes
• Adherence to schedule
• Trustpilot/review generation targets
• Escalation management effectiveness (timeliness and resolution)

• Consistently resolving customer queries quickly and accurately
• Delivering high customer satisfaction scores
• Reducing repeat contacts through effective first‑contact resolution
• Taking ownership of issues and ensuring they are fully resolved
• Positively influencing customer perception through exceptional service
• Actively contributing to service improvements and customer‑centric change

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.