Role: Customer Experience Advisor

Contract: 6 months

Base Location: Warrington, UK (on-site)

Working Pattern: Full-time (Mon-Friday - between 8am to 8pm)

** You must be able to start as soon as Possible **

Job Purpose

The Customer Experience Advisor is responsible for responding professionally, efficiently, and consistently to all inbound customer enquiries. The role ensures a high standard of customer satisfaction across rates, services, invoicing, and complaint handling, while managing service failures in line with company's performance standards and contractual obligations.

Key Responsibilities

Customer Service & Enquiry Management

• Act as a primary point of contact for inbound customer enquiries, including service and lift enquiries, ensuring timely and accurate resolution.

• Handle customer communications across multiple channels, including telephone, live chat, email, text messages, Salesforce cases, and social media platforms, in full compliance with escalation and call-flow procedures.

• Gather, compile, and coordinate information across internal teams to ensure customer queries are resolved efficiently and within agreed timescales.

• Provide accurate rates, quotations, proof of collections, invoice support, and general service information.

• Conduct customer reviews and feedback activities to assess satisfaction and identify service improvement opportunities.

Complaints & Service Recovery

• Manage customer complaints professionally and empathetically, acting as the initial point of contact and working towards resolution in line with agreed KPIs.

• Handle director-level complaints, service centre referrals, and escalations from digital and social channels to improve customer satisfaction and loyalty.

Administration & Systems

• Complete all associated administrative tasks, including logging queries, booking waste collections, issuing welcome packs, supporting Customer Hub registrations, and accepting waste transfer notes.

• Maintain accurate and up-to-date records within CRM and business systems.

• Adhere to Quality Assurance standards and documentation requirements at all times.

Sales & Business Support

• Support the sales team by logging and allocating leads, conducting contract checks, validating customer information, and assisting with pre-qualification questionnaires.

• Contribute to business growth through up-selling and cross-selling our products and services where appropriate.

• Support annual programmes, including price increase initiatives and duty of care compliance activities.

Knowledge, Skills & Experience

Essential

• Strong commitment to delivering an excellent customer experience.

• Excellent written and verbal communication skills.

• Strong interpersonal skills with the ability to build rapport and manage difficult conversations.

• High attention to detail and strong organisational skills.

• Professional telephone manner and customer-focused approach.

• Ability to work effectively under pressure in a fast-paced environment.

• Self-motivated, focused, and proactive.

• Ability to handle conflict situations with patience, empathy, and professionalism.

• Strong multitasking capability.

• Good computer literacy, including working knowledge of Google Office applications (Docs and Sheets).

• Typing speed of approximately 40 words per minute.

• GCSEs in Maths and English at grade C or above (or equivalent).

Desirable

• Previous customer service experience.

• Customer service-related qualification.

• Experience within the waste or environmental services industry.

• Commercial awareness.

• Previous experience using CRM systems, such as Salesforce.

• Ability to speak an additional language.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.