Customer Experience Advisor

Guidant Global; Cannock; On-site; GBP 26,000 - 27,000; Full time

Job summary

Guidant Global is seeking a Customer Experience Advisor for an onsite role in Cannock. You will respond to inbound customer inquiries, provide quotes, process invoices, and support sales teams while upholding KPIs for speed and accuracy.

The role requires excellent written and verbal communication, strong interpersonal skills, and the ability to multitask across channels (phone, live chat, email, Salesforce). 40-hour week, immediate start through 31 December 2026.

Qualifications

• Commitment to providing a great customer experience.
• Excellent written and verbal communication.
• Strong interpersonal skills and patience.
• Able to multitask across channels and systems.
• Accurate data entry and attention to detail.

Responsibilities

• Respond to inbound customer inquiries via phone, chat, email and social channels.
• Provide rates, quotes, invoice information and proof of collections where needed.
• Log and track queries in Salesforce and coordinate with internal teams.
• Meet KPI targets for response time and case closure.
• Support sales with lead logging, checks and qualification questionnaires.

Skills

Customer focus

Communication

Interpersonal skills

Attention to detail

Telephone etiquette

Under pressure

Multitasking

Typing 40 wpm

Google Office Apps

Salesforce (CRM)

Education

GCSE Maths & English

Tools

Salesforce

Job description

Customer Experience Advisor

Payrate: £12.71 per hr. via PAYE

Contract Length - ASAP to until 31st Dec 2026

Location: WS11, Norton Canes, Cannock, UK

Working Pattern: Fully Onsite - 40hr. per week (8:30 - 17:00)

Purpose:

To respond professionally and efficiently to all inbound customer inquiries. The Customer Experience Advisor must ensure 100% customer satisfaction with regards to rates, service and invoice queries, as well as the handling of service failures consistent with Client performance standards.

Responsibilities:

• Providing a professional and timely response to customer enquiries e.g lift enquiries, ensuring service failures are minimized where possible
• Communication via a range of channels including phone calls, live chats, text messages, salesforce cases, and email with full adherence to set escalation procedures
• Gathering and compiling information to ensure all queries are being handled in a timely, efficient manner between call takers and other customer service teams and functions.
• Provide rates/quotes, information on proof of collections, assist on invoice enquiries, and any other general queries
• Conducting customer reviews for feedback to ensure satisfaction with service
• Director complaints, referrals from Service Centres, calls, website, chat, twitter, facebook are all handled in a professional and effective manner to increase customer satisfaction and improve customer loyalty
• Build strong relationships with internal and external customers
• Administrative tasks: logging queries, booking waste collections, sending welcome packs, customer hub registrations and user support, acceptance of waste transfer notes and any other ad hoc administrative duties
• Sales team support: logging and assigning leads to sales team, contract checks, validating information, assisting with pre qualification questionnaires
• To support the business in achieving targeted growth, through up-selling and cross-selling Client Products and Services.
• Duty of care to follow through and understand Data Protection, Confidentiality, Terms & Conditions of Contracts, Legislation
• Being the initial point of contact for all customer complaints with the aim to provide a resolution in line with agreed KPI
• Supporting the annual price increase programme
• Supporting the annual duty of care compliance programme
• Adhere to all applicable call flow processes and Quality Assurance requirements
• Supporting other teams within the department according to the needs of the business

Performance Measures

Responsible for 100% internal and external customer satisfaction Interact effectively with other members of the customer experience, operations and sales teams The

Customer Experience advisor is responsible for achieving the KPIs and Objectives:

• All phone calls and live chats answered in 10 seconds or less.
• 95% of files closed within the milestone period in Salesforce
• All Customer queries logged on Salesforce
• Respond and acknowledge 90% of all enquiries within 4 hours, with a further update in 24hrs.

Qualifications, role specific Knowledge & Skills:

• A commitment to providing a great customer experience
• Excellent written & verbal communication
• Strong interpersonal skills
• Attention to detail
• Must possess excellent telephone etiquette
• Proven ability to work under pressure
• Focused and self motivated
• Patient and able to effectively handle conflict situations and provide empathy
• Ability to multitask
• Computer literacy
• Typing 40 w.p.m.
• Working knowledge of Google Office Applications (Sheets/Docs)
• GCSE in Maths & English C+ or equivalent

Desirable

• Previous customer service experience
• Customer service qualification
• Previous experience within the waste industry
• Commercial awareness
• Previous experience of using CRM applications e.g Salesforce
• Ability to speak another language

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