Customer Experience Advisor
Payrate: £12.71 per hr. via PAYE
Contract Length - ASAP to until 31st Dec 2026
Location: WS11, Norton Canes, Cannock, UK
Working Pattern: Fully Onsite - 40hr. per week (8:30 - 17:00)
Purpose:
To respond professionally and efficiently to all inbound customer inquiries. The Customer Experience Advisor must ensure 100% customer satisfaction with regards to rates, service and invoice queries, as well as the handling of service failures consistent with Client performance standards.
Responsibilities:
Providing a professional and timely response to customer enquiries e.g lift enquiries, ensuring service failures are minimized where possible
Communication via a range of channels including phone calls, live chats, text messages, salesforce cases, and email with full adherence to set escalation procedures
Gathering and compiling information to ensure all queries are being handled in a timely, efficient manner between call takers and other customer service teams and functions.
Provide rates/quotes, information on proof of collections, assist on invoice enquiries, and any other general queries
Conducting customer reviews for feedback to ensure satisfaction with service
Director complaints, referrals from Service Centres, calls, website, chat, twitter, facebook are all handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty
Build strong relationships with internal and external customers
Administrative tasks: logging queries, booking waste collections, sending welcome packs, customer hub registrations and user support, acceptance of waste transfer notes and any other ad hoc administrative duties
Sales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre qualification questionnaires
To support the business in achieving targeted growth, through up-selling and cross-selling Client Products and Services.
Duty of care to follow through and understand Data Protection, Confidentiality, Terms & Conditions of Contracts, Legislation
Being the initial point of contact for all customer complaints with the aim to provide a resolution in line with agreed KPI
Supporting the annual price increase programme
Supporting the annual duty of care compliance programme
Adhere to all applicable call flow processes and Quality Assurance requirements
Supporting other teams within the department according to the needs of the business
Performance Measures
Responsible for 100% internal and external customer satisfaction Interact effectively with other members of the customer experience, operations and sales teams The
Customer Experience advisor is responsible for achieving the KPIs and Objectives:
All phone calls and live chats answered in 10 seconds or less.
95% of files closed within the milestone period in Salesforce
All Customer queries logged on Salesforce
Respond and acknowledge 90% of all enquiries within 4 hours, with a further update in 24hrs.
Qualifications, role specific Knowledge & Skills:
A commitment to providing a great customer experience
Excellent written & verbal communication
Strong interpersonal skills
Attention to detail
Must possess excellent telephone etiquette
Proven ability to work under pressure
Focused and self motivated
Patient and able to effectively handle conflict situations and provide empathy
Ability to multitask
Computer literacy
Typing 40 w.p.m.
Working knowledge of Google Office Applications (Sheets/Docs)
GCSE in Maths & English C+ or equivalent
Desirable
Previous customer service experience
Customer service qualification
Previous experience within the waste industry
Commercial awareness
Previous experience of using CRM applications e.g Salesforce
Ability to speak another language
If shortlisted, a recruiter from the team will contact you within 24-48 hours for an initial discussion. The call will come from a Manchester number (either 0161 or +44 161).
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy
