Customer Experience Advisor

Mainstay Recruitment Solutions Ltd; Aldershot; On-site; GBP 25,000 - 28,000; Full time

Job summary

Mainstay Recruitment Solutions Ltd in Aldershot is recruiting a Customer Experience Advisor to join a busy Defence Facilities Management operation. The role is site-based, £25,000 - £27,500 depending on experience, and permanent.

You’ll handle enquiries, resolve issues and support military families with a professional, empathetic service. As the main contact for customers, you’ll work across internal teams, contractors and stakeholders to investigate issues, coordinate responses and keep

Qualifications

• Previous experience in customer service, administration, contact centre, helpdesk, coordination or a similar customer-focused environment.
• Strong verbal and written communication skills.
• A professional, empathetic and customer-focused approach.
• Good attention to detail and the ability to accurately record information.
• Confidence using IT systems and the ability to learn new systems and processes.
• The ability to manage multiple enquiries and priorities simultaneously.
• A proactive approach to problem solving and customer service.
• The ability to remain calm and professional when dealing with challenging or sensitive situations.
• Good organisational and time management skills.
• A willingness to learn, develop and take on new responsibilities.

Responsibilities

• Act as a key point of contact for customers via telephone, email and other channels.
• Listen to customer concerns and provide clear, accurate information.
• Take ownership of enquiries from initial contact through to resolution.
• Investigate concerns and liaise with internal teams, contractors and stakeholders.
• Coordinate with external partners to progress enquiries and issues.
• Monitor outstanding enquiries and follow up to keep customers informed.
• Manage complex or sensitive cases professionally and escalate where appropriate.
• Support the management of emergencies and urgent customer issues during working hours.
• Maintain accurate records of customer interactions and outcomes using relevant systems.
• Ensure information is recorded accurately and in line with processes.
• Identify recurring issues and feedback to contribute to service improvements.
• Work with colleagues and wider teams to deliver a consistent customer experience.
• Ensure customers are treated with empathy, respect and professionalism.
• Contribute to continuous improvement across the customer experience function.

Skills

Customer service

Communication skills

Empathetic approach

Attention to detail

IT skills

Multitasking

Problem solving

Calm under pressure

Time management

Willingness to learn

Job description

Customer Experience Advisor | Aldershot

Aldershot | £25,000 - £27,500 depending on experience | Permanent

Site-based (Must be able to drive)

About the Role

We are currently recruiting for a Customer Experience Advisor to join a busy Defence Facilities Management operation in Aldershot. This is a genuinely people-focused opportunity where you will play an important role in supporting military families and customers, handling enquiries, resolving issues and ensuring concerns are followed through to a satisfactory resolution. Whether you're a school leaver looking to start your career, someone with previous customer service experience looking for their next step, or an experienced administrator looking to move into a more customer-focused position, this could be an excellent opportunity to develop your career within a large and established organisation.

The Role

As a Customer Experience Advisor, you will act as a key point of contact for customers, providing a professional, reassuring and responsive service across a range of enquiries. You'll listen carefully to customer concerns, understand the issue and take ownership of finding the right solution. This will involve working closely with internal teams, contractors, partners and other stakeholders to investigate issues, coordinate responses and ensure customers are kept informed throughout the process. The role will involve managing everything from routine enquiries through to more complex or sensitive cases, as well as supporting the management of emergencies during working hours.

Key Responsibilities

• Act as a key point of contact for customers, responding to enquiries by telephone, email and other appropriate channels.
• Listen carefully to customer concerns and provide clear, accurate and helpful information.
• Take ownership of enquiries from initial contact through to resolution.
• Investigate customer concerns and liaise with relevant internal teams, contractors and stakeholders.
• Coordinate with external partners to ensure enquiries and issues are progressed effectively.
• Monitor outstanding enquiries and follow up to ensure customers are kept informed.
• Manage complex or sensitive cases professionally and escal... issues where appropriate.
• Support the management of emergencies and urgent customer issues during working hours.
• Maintain accurate records of customer interactions, actions and outcomes using relevant systems.
• Ensure information is recorded accurately and in accordance with established processes.
• Identify recurring issues and customer feedback that could contribute to service improvements.
• Work collaboratively with colleagues and wider operational teams to deliver a consistent customer experience.
• Ensure customers are treated with empathy, respect and professionalism at every stage.
• Contribute to continuous improvement across the wider customer experience function.

You will ideally have

• Previous experience in customer service, administration, contact centre, helpdesk, coordination or a similar customer-focused environment.
• Strong verbal and written communication skills.
• A professional, empathetic and customer-focused approach.
• Good attention to detail and the ability to accurately record information.
• Confidence using IT systems and the ability to learn new systems and processes.
• The ability to manage multiple enquiries and priorities simultaneously.
• A proactive approach to problem solving and customer service.
• The ability to remain calm and professional when dealing with challenging or sensitive situations.
• Good organisational and time management skills.
• A willingness to learn, develop and take on new responsibilities.

Career Development

This is more than simply a customer service position. It provides an opportunity to build a long-term career within the Facilities Management and Defence sector. You'll have access to structured development opportunities, including professional qualifications, apprenticeships and leadership training, alongside support from an experienced management team.

For someone starting their career, this provides an excellent opportunity to gain valuable experience within a large operational environment. For those with existing customer service or administrative experience, it offers the chance to develop further and take the next step in their career.

The Opportunity

If you're someone who takes pride in helping others, enjoys solving problems and wants to work in an environment where your contribution genuinely matters, this could be an excellent opportunity.

You’ll be joining a team where customers are at the centre of the service, with the support and development opportunities to help you build your career over the long term