Customer Experience Advisor

Veolia; Gloucester; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Parking & subsidised lunch

Company pension

Discounts on retailers

Employee financial wellbeing (Stream)

Health resources & wellbeing support

Volunteer days

Training & development opportunities

Job summary

Veolia is seeking a Customer Experience Advisor in Cannock to handle inbound calls and emails, delivering personalised service and resolving customer queries. You will build relationships, promote Veolia products, and maintain records in line with data protection rules.

The role offers 40 hours per week at 26,437 salary plus benefits, with onsite head office location in Cannock and access to Veolia's pension and welfare programs. A proactive, customer-focused mindset is essential.

Qualifications

• Proven ability to put the customer first, either in person or on the phone.
• Active listening to understand customer needs and communicate clearly.
• Able to work under pressure with a flexible, can-do approach.
• Strong planning and organisational skills to deliver excellent service.

Responsibilities

• Answer inbound calls and emails; ensure resolutions are arranged and communicated.
• Build strong relationships with internal and external customers to deliver the best service.
• Maintain up-to-date records and ensure data protection compliance.
• Promote Veolia's products and services to customers as appropriate.
• Collaborate with other teams to deliver timely resolutions for customers.

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

Typing speed

Initiative

Education

NVQ Level 2 in Customer Services

GCSEs Maths & English

Tools

Google Office Applications

Job description

Customer Experience Advisor

Salary: 26,437 plus Veolia benefits and pension

Hours: 40 hours per week,

Location: Cannock, WS11 8JP (Head Office)

When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life. We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

What we can offer you;

• 25 days of annual leave
• Facilities parking and subsidised lunch
• Access to our company pension scheme
• Discounts on everything from groceries to well known retailers
• Stream - Employee financial wellbeing support: early access to your earned pay, savings, budgeting, financial coaching & rewards
• Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
• One paid days leave every year to volunteer and support your community
• Ongoing training and development opportunities, allowing you to reach your full potential

What will you be doing? The difference you'll make;

• Answering and recording all inbound calls and emails - ensuring resolutions are arranged and communicated effectively
• Always putting our customers first and finding personalised solutions to meet their needs
• Building strong relationships with both internal and external customers to ensure we deliver the best service
• Constantly seeking ways to improve the customer experience and resolve any challenges they may face
• Keeping up-to-date records and adhering to data protection regulations to ensure customer confidentiality
• Supporting the business by promoting Veolia's products and services to our customers
• Embracing a curious and proactive attitude to continuously develop our knowledge and skills
• Working collaboratively with other teams to deliver timely resolutions for our customers
• Bringing your best selves to work every day to achieve targeted growth and provide exceptional service

What we're looking for;

We welcome applications from candidates who have minimal Customer Service and Administration experience as we believe there is more to a person than a CV. Do you have the desire to be part of a high-performing team and have transferable skills from your current or previous employment? If the answer is yes, we would like to hear from you.

Our must-haves. What you'll bring;

• Proven Ability to put the customer first, whether it's face to face or on the phone
• An ability to take the time to truly listen to customers and understand their needs, ensuring effective communication
• Enjoy working as part of a team and thrive under pressure, with a flexible and can-do approach
• Use strong planning and organisational skills to deliver excellent service.
• Show great interpersonal skills and pay attention to detail in everything we do.
• Be proactive, adaptable, and always willing to go the extra mile for our customers
• Have a passion for personal and professional growth, and a commitment to exceeding expectations
• Be open to a broad range of activities and able to adapt to changing business needs
• Good attention to detail, speed of typing, and a friendly telephone manner are essential
• A basic understanding of business finance and customer profitability is important
• Be proficient in using Google Office Applications and able to learn new systems quickly
• Take initiative and have a genuine interest in going above and beyond for customers
• Possess relevant qualifications such as NVQ Level 2 in Customer Services and at least 5
• GCSEs grade C or above including Maths and English

We're proud to have been named as one of The Sunday Times Best Places to Work for three consecutive years in 2023, 2024 and 2025. This consistent recognition reflects our commitment to our people, demonstrating that Veolia is not just transforming the environment, we're also transforming what it means to have a rewarding, purposeful career.

We're dedicated to supporting you throughout your application journey, offering adjustments where reasonable and appropriate. As a proud Disability Confident Employer, we will offer an interview to applicants with a disability or long-term condition who opt-in to the Disability Confident scheme, and meet the minimum criteria for our roles.

We're also committed to ensuring that all applicants and colleagues receive fair treatment without discrimination on any grounds, aiming to create a diverse and inclusive workplace where everyone can thrive.