Customer Experience Advisor

Andy File Associates Limited are working as a recruitment agency on behalf of our client with regards this permanent vacancy

Location:

Sheffield, UK

Salary: £27,000 - £30,000

Hours of work: 37.5 per week, 9-5 in the office, with some flexibility

Purpose

To deliver a seamless, five-star experience to every customer by combining empathy, accuracy, and systems excellence.

Key

Roles & Responsibilities :

* Continuously improve the customer experience by identifying and implementing improvements in line with Lean principles to make processes simpler, faster, and better for customers and colleagues

* Take ownership of customer enquiries across all channels, delivering accurate, timely, and empathetic responses that build trust.

* Provide clear, helpful information to customers about our full range of products and services, ensuring understanding and confidence in their choices.

* Prepare accurate quotes, process orders, and provide proactive updates throughout the customer journey.

* Manage after-sales and warranty queries efficiently, ensuring full resolution or timely escalation.

* Follow documented systems and procedures precisely to ensure consistency, compliance, and efficiency.

* Collaborate with colleagues across departments to ensure smooth handovers and a seamless customer experience.

Key Performance Indicators:

* Implement at least one improvement per month and upload a ‘before and after’ to the improvements Teams channel.

* Actively contribute to our culture through maintaining your total ownership area to the highest standard and participating in running company meetings and common area cleaning as per the rota.

* Demonstrate consistent application of company values in all customers and team interactions.

* Maintain customer interaction scores of 90%+ in all feedback reviews

* Acknowledge and respond to all customer enquiries by the end of the next working day

Standards

* Act in the best interests of the child at all times, led by our values

* Communicate with care, clarity, and respect at all times.

* Take ownership for quality, timeliness, and attention to detail in all tasks.

* Actively participate in team huddles and productive breaks

* Provide honest, constructive feedback to help strengthen our systems and team performance.

Knowledge, skills and abilities:

* Excellent written and verbal communication skills

* In-depth knowledge of company products, services, systems, and customer pathways.

* Strong organisational skills and attention to detail.

* Ability to remain calm, solutions-focused, and professional under pressure.

* Proficiency in digital systems (CRM/ERP, Microsoft Office, etc.)

* Understanding of Lean principles and willingness to apply them daily.

* Commitment to ongoing learning and personal development.

I will achieve the following results in this position:

* Customers consistently experience five-star service and feel genuinely valued.

* Enquiries are handled promptly, professionally, and with accurate product and service information.

* Orders and enquiries are handled accurately, promptly, and with empathy.

* Team communication is proactive, respectful, and solution driven.

* Processes continuously improve, reducing waste and increasing efficiency.

* The Customer Experience team is recognised internally and externally for operational excellence and care.

Holidays: 25 days plus bank holidays (3-4 days to be taken over the Christmas shutdown which are set at the start of the year and the rest can be taken, subject to approval, any time).

Our client does have a home working policy and can consider requests for 1 day per week WFH. This is reviewed 6 monthly