Contact Centre Advisor Salisbury

Fexco Property Services; Salisbury; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Company pension scheme

25 days annual leave entitlement

Job summary

Fexco Property Services is seeking a Customer Experience Advisor in the UK to deliver outstanding service across voice, email, webchat, and other digital channels. You will resolve enquiries related to Administration, Accounts, and Maintenance/Repairs, aiming for first contact resolution and end-to-end ownership of customer issues.

You will act as a champion for customer-centric service, log interactions, and provide timely updates while upholding empathy and professionalism across all

Job description

The Customer Experience Advisor is responsible for delivering outstanding service across all inbound customer contact channels, including voice and digital platforms (e.g. email, webchat, messaging). The role focuses on resolving enquiries related to Administration, Accounts, and Maintenance/Repairs, ensuring a seamless and positive experience for every customer.

This role aims to resolve queries at the first point of contact wherever possible, minimise escalations, and take ownership of customer issues through to full resolution, acting as a strong advocate for customer experience across the business.

Main Duties and Objectives:

• Manage inbound customer contacts across multiple channels (telephone, email, webchat, etc.) in a professional and empathetic manner
• Resolve enquiries relating to Accounts (e.g. Balances, Billing, Payments snd Service Charges)
• Resolve enquiries relating to Admin (e.g Account Updates and General Enquiries)
• Resolve enquiries relating to Maintenance/Repairs (e.g.
• Strive to achieve First Contact Resolution (FCR) wherever possible
• Take full ownership of customer queries and ensure end-to-end resolution, including managing follow-ups
• Proactively manage escalations through to resolution, maintaining communication with the customer
• Resolve non-escalated complaints efficiently and in line with company policy
• Ensure all complaints are handled with empathy, accountability, and fairness
• Provide a consistently excellent customer experience on every interaction
• Act as a champion for customer‑centric thinking, challenging processes that may negatively impact the customer journey
• Identify recurring issues or inefficiencies and provide feedback to the Resolution and Continuous Improvement Team to improve service delivery
• Build rapport and trust with customers, ensuring they feel valued and supported Accurately log all interactions and actions taken within systems
• Where escalation is required:
  • Clearly communicate next steps and expectations to the customer
  • Take ownership of the case and manage it through to resolution
  • Liaise with internal teams to ensure timely outcomes
  • Ensure customers are kept informed with regular updates
• Actively listen, show empathy, and tailor communication style to meet customer needs
• Go above and beyond to create positive, memorable experiences
• Encourage satisfied customers to leave feedback, including Trustpilot reviews
• Promote feedback opportunities at appropriate moments in the customer journey
• Strong communication skills (verbal and written)
• Excellent problem-solving and decision-making abilities
• High level of empathy and emotional intelligence
• Ability to manage multiple systems and tasks simultaneously
• Strong organisational and time management skills
• Experience in a contact centre or customer service environment preferred
• Experience handling complex customer queries or complaints
• Exposure to accounts, admin, or repairs/maintenance-related queries is advantageous

Behaviours:

• Ownership & accountability – taking responsibility through to resolution
• Resilience – managing challenging interactions positively
• Collaboration – working effectively with colleagues and other teams
• Continuous improvement – proactively identifying opportunities to enhance service
• Integrity & professionalism – acting in line with company values

Performance Measures (KPI's):

• Customer Satisfaction (CSAT)/Customer Experience scores
• Quality Assurance (QA) scores
• Average Handling Time (AHT) (balanced with quality and resolution)
• Contact volumes and productivity metrics
• Complaint resolution times and outcomes
• Adherence to schedule
• Trustpilot/review generation targets
• Escalation management effectiveness (timeliness and resolution

Success Measures:

• Consistently resolving customer queries quickly and accurately
• Delivering high customer satisfaction scores
• Reducing repeat contacts through effective first-contact resolution
• Taking ownership of issues and ensuring they are fully resolved
• Positively influencing customer perception through exceptional service
• Actively contributing to service improvements and customer‑centric change

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

BACK TO CAREERS

Being an employee of Fexco Property Services means being part of one of the fastest-growing property services groups in the UK, with opportunities for personal and professional growth across our companies.

Our staff are trained in all aspects of property management, based on both good practice and current legislation. We actively promote and assist our teams in further training, apprenticeships, qualifications and have a strong ethos of promotion from within. We provide competitive salaries, a benefits package, and a supportive, friendly working environment for our staff.

Introducing the Fexco Property Services Group

The Group currently consists of multiple property management brands, delivering property management services to over 100,000 homes across England and Wales. Our colleagues work on customer and client facing roles, as well as many other varied roles and skillsets, in a diverse, growing, and dynamic organisation and sector. We operate from multiple office locations throughout the UK, and we are part of the multi-national Fexco group, with products and services spanning multiple sectors and geographies internationally. For further information, please view our website:www.fexcopropertyservices.co.uk/

Competitive

Hours

37.5

• Company pension scheme
• 25 days annual leave entitlement (increasing with service)