Customer Experience Advisor

Customer Experience Advisor (Administrator & Customer Service) Contract: Until 6th September 2026Location: Warrington, WA3 6FWWorking Shift: Monday to Friday: 12pm to 8pm & Saturday: 9am to 1pm
Key ResponsibilitiesRespond 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.

Essential SkillsPrevious 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.