Customer Experience Adviser

Seetec; Salisbury; On-site; GBP 27,000; Full time

Job summary

A leading support organization in Salisbury is seeking a dynamic Customer Experience Adviser to provide exceptional service to participants and stakeholders. The role involves supporting individuals on their journey to employment, managing administrative tasks, and facilitating job search activities. Ideal candidates will have strong communication skills, proven customer service experience, and the ability to manage multiple priorities in a fast-paced environment. The position offers a competitive salary and various benefits.

Benefits

£27,000 p.a. salary

25 days annual leave + Bank Holidays + Birthday Day off

Company Pension Scheme

Health Insurance Allowance

Refer a Friend Scheme

Qualifications

• Proven experience in customer service and administration, ideally within employability or HR.
• Ability to build positive relationships in a fast-paced environment.
• Experience managing multiple tasks simultaneously.

Responsibilities

• Act as first point of contact for customer enquiries.
• Support Employment Advisers during their absence.
• Conduct welcome meetings for new participants.

Skills

Customer service experience

Communication skills

Organizational skills

Attention to detail

IT literacy

Education

GCSE or equivalent in English and Maths at Grade C or above

Tools

Microsoft Teams

MS Office products

Job description

We’re seeking a dynamic and customer-focused Customer Experience Adviser to be the welcoming face of our team.

In this role, you’ll be the first point of contact for participants and stakeholders, providing a welcoming and efficient service both in person and over the phone. You’ll play a key part in supporting individuals on their journey to sustainable employment, while ensuring smooth programme transitions and delivering exceptional customer service. You'll facilitate warm handovers from Jobcentre Plus, and complete all necessary start‑up administration such as identification checks and initial assessments. You’ll also support Employment Advisers during periods of absence, organise and deliver job search activities including CV preparation and application support, and build strong relationships with local employers to assist with recruitment events and vacancy campaigns. Additionally, you’ll provide ongoing support to participants in work, deliver high‑quality administrative support by managing office supplies and maintaining a professional office environment, and handle petty cash payments accurately.

We’re looking for someone with proven experience in customer service and administration, ideally within employability, recruitment, or HR. You’ll have excellent communication and interpersonal skills, with the ability to build positive relationships, alongside strong organisational skills and attention to detail in a fast‑paced environment.

If you are passionate about helping people achieve their goals and thrive in a role that makes a real difference, we’d love to hear from you.

Benefits

• £27,000 p.a. salary
• 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
• 2 Volunteer Days
• Company Pension Scheme – 5% Employee, 5% Employer
• Health Insurance Allowance
• Employer Paid Healthcare Cash Plan, incl. 3 × salary life assurance
• Annual Pay Review
• Enhanced Maternity/Adoption and Paternity Pay Arrangements
• Free access to BenefitHub – an online portal with access to a wide range of retail discounts, life assurance, Cycle to Work Scheme, Tax Saver Commuter Tickets
• Refer a Friend Scheme

If you need any further information, talk to our experienced Internal Recruitment Team on 01702 208282.

Location: Salisbury

Hours: 37 hours a week – Monday to Thursday 8:30 am to 5 pm, Friday 8:30 am to 4:30 pm

Closing Date: 5 January 2026

Key Responsibilities

• Act as first point of contact for customer enquiries, both by telephone and face‑to‑face, delivering a professional and welcoming service.
• Support Employment Advisers during periods of annual leave, including covering stakeholder meetings and ensuring continuity of service for participants.
• Conduct welcome/introduction meetings for small groups or individuals (mandatory and voluntary), either face‑to‑face or via phone or video call.
• Complete the pre‑referral process (warm handover meeting) including checking suitability for the programme and liaise with Job Centre staff for referral sign‑off.
• Undertake initial assessments with customers, identifying potential barriers restricting the Participant moving into employment.
• Organise and undertake job search/job club activity on a 1‑2‑1 or group basis, preparing CVs, supporting applications, and promoting relevant job opportunities to customers.
• Provide regular reviews and ad‑hoc support and advice to enable Participants to maintain employment – ensuring effective and quality support is provided within the workplace.
• Develop an understanding of specialist signposting services in the local area/region.
• Source suitable job opportunities within the local labour market and support the Employer Engagement Team with recruitment events and bulk vacancy campaigns.
• Undertake direct marketing to employers using digital media (e.g. email, LinkedIn, Facebook, X).
• Provide necessary pre‑employment support.
• Obtain necessary information from participants to follow prescribed process and a bespoke participant journey, documenting important information for future reference.
• Manage office supplies, including placing and monitoring stationery orders to maintain adequate stock levels.
• Maintain and update notice boards, ensuring information is accurate, accessible, and up to date.
• Ensure the office environment remains tidy, professional, and welcoming.
• Handle petty cash payments to customers and accurately record these payments to customer files and finance records.
• Support colleagues and management with ad‑hoc administrative tasks to meet business needs.
• Undertake any other duties, as required, appropriate to the post.

Skills and Experience

Essential

• Positive, service‑oriented attitude with proven experience in a customer‑service‑related role.
• Ability to build, foster and maintain positive relationships with all contact points, ensuring the best possible experience, even with challenging customer conversations.
• IT literate with familiarity of MS Office products and modern digital technologies, i.e. Microsoft Teams.
• Proven experience in administrative roles, ideally within employability, recruitment, or HR.
• Strong attention to detail and ability to manage multiple tasks simultaneously.
• Excellent communication and interpersonal skills.
• A good working knowledge of the local labour market.
• GCSE or equivalent in English and Maths at Grade C or above.

Desirable

• An understanding of the barriers unemployed job seekers face in obtaining a new job.
• NVQ Level 2 or 3 in Business Administration or equivalent.
• Experience of working with people in the provision of ‘information, advice & guidance’.
• Full driving licence.