Customer Experience Advisor

Customer Experience Advisor (Administrator & Customer Service)

Contract
:
Until 6th September 2026

Location
:
Warrington, WA3 6FW

Working Shift
:
Monday to Friday: 12pm to 8pm & Saturday: 9am to 1pm

• Respond to inbound customer enquiries via telephone, email, live chat, text messages, and Salesforce in a professional and timely manner.
• Deliver excellent customer service by resolving queries relating to services, pricing, invoices, collections, and account information.
• Handle customer complaints and service issues efficiently, following escalation procedures to ensure timely resolution.
• Schedule and book waste collections while maintaining accurate customer records and administrative documentation.
• Process customer requests including welcome packs, customer portal registrations, waste transfer notes, and other administrative tasks.
• Liaise with internal departments including Operations, Sales, and Customer Service teams to ensure seamless communication and issue resolution.
• Support the Sales team by logging leads, validating customer information, checking contracts, and assisting with pre-qualification questionnaires.
• Conduct customer satisfaction reviews and gather feedback to improve service quality and customer loyalty.
• Promote and identify opportunities to upsell and cross-sell company products and services while delivering a positive customer experience.
• Meet departmental KPIs and service level agreements, ensuring accurate data entry, timely case management, and high customer satisfaction levels.

• Previous experience in a Customer Service, Customer Care, Contact Centre, Call Centre, or Customer Experience role.
• Excellent verbal and written communication skills with the ability to build strong customer relationships.
• Confident handling high volumes of inbound calls, emails, live chats, and customer enquiries.
• Strong administrative skills with excellent attention to detail and accurate data entry.
• Experience using CRM systems such as Salesforce or similar customer management software.
• Ability to manage multiple tasks, prioritise workload, and work effectively in a fast-paced environment.
• Excellent problem-solving and complaint resolution skills with a customer-focused approach.
• Competent in Microsoft Office applications, particularly Word, Excel, Outlook, and Teams.
• Ability to work collaboratively with internal teams, including Operations, Sales, and Customer Support.
• Target-driven with the ability to work towards KPIs, service levels, customer satisfaction, and quality standards.

Guidant, Carbon
60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.