Senior Customer Experience Advisor

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Senior Customer Experience Advisor - 12 Month Secondment Salary:
Competitive, plus Veolia benefits and pension

Hours:

40 hours per week Monday - Friday with Saturday rota and a min of 2 Bank Holidays per year

Location:

Birchwood Park, Warrington, WA3 6FW
Duration: 12 Month Secondment When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.

We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

We're currently on the hunt for an exceptional Senior Customer Experience Advisor to join our team. This is a pivotal role that sits between Advisor and Team Leader, perfect for someone ready to step up and take on additional responsibilities. If you're genuinely passionate about providing outstanding customer service, supporting your colleagues, and developing your leadership skills, then we think you could be a perfect fit.

What will you be doing? The difference you’ll make:

As a Senior Customer Experience Advisor, you will be the 'customer first' voice within our organisation, acting as a vital bridge between our customers, our frontline teams, and management. You'll provide expert support and resolution for complex customer queries while also taking on key people management and operational responsibilities to support the Team  this multi-focused role, you'll be supporting customers, your team members, and the wider Customer Experience Team.

Customer and Supplier Escalations & Support:

Acting as the primary escalation point for complex customer and supplier invoice dispute enquiries

Demonstrate strong communication skills with internal stakeholders to review debt positions enabling smooth transition from query to recovery

Liaise with the Business Development Team to verify billing information for new customers

Ensuring all National Accounts costs from third party suppliers and internal Veolia divisions are billed onto customers where applicable and any shortfalls accounted for Handling challenging customer interactions through various channels, including phone, email, google meets and live chat with professionalism, empathy, and expert problem-solving

Ensuring first contact resolution wherever possible and implementing solutions that avoid repeat contacts, improving overall customer satisfaction

Focusing on quality outcomes, ensuring customers are not just satisfied but genuinely happy with the resolution provided

Always putting our customers first and finding personalised solutions to meet their needs, even in the most difficult situations

Building strong relationships with both internal and external customers to ensure we deliver the best service

Proactively identifying trends in customer queries and working with leadership to implement improvements that reduce repeat credits

Supporting all areas of the Customer Experience Team to ensure seamless service delivery across the department

Supporting the business by promoting Veolia's products and services to our customers

People Management & Development:

Mentoring and coaching Customer Experience Advisors, sharing your expertise and best practices

Supporting with one-to-ones, providing guidance and feedback to team members on their performance and development

Conducting return-to-work meetings and supporting absence management processes

Assisting with performance management, including identifying training needs and supporting improvement plans

Acting as a point of contact for team members when the Team Leader is unavailable

Leading by example, demonstrating the behaviours and standards expected within the team Supporting recruitment and onboarding of new team members as required

Departmental & Operational Management:

Monitoring real-time performance, including call volumes, wait times, and service levels

Supporting productivity management, ensuring the team is working efficiently and meeting targets

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