Customer Experience Advisor

Avove Utilities; Hull and East Yorkshire; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Avove Utilities is seeking a Customer Experience Advisor to enhance customer interactions and manage enquiries in a hybrid role. Responsibilities include communication with customers about appointments and capturing their needs, with a focus on empathy and professional service. The position offers various benefits, a competitive salary, and opportunities for career advancement.

Benefits

24 days holiday plus bank holidays

Company pension scheme

Life assurance

Private GP Helpline & Health Cash Plan

Avove Discount Scheme

Family-friendly policies

Lifestyle benefit options

Financial wellbeing programme

Employee assistance program and onsite mental health first aiders

Volunteering days and charity matched giving

Qualifications

• Experienced Customer Experience Advisor with proven customer support expertise.
• Strong people management and communication skills.
• Experience in the utilities sector desired.

Responsibilities

• Manage customer and client enquiries via multiple channels.
• Ensure high levels of satisfaction and resolve complaints.
• Update customer and company databases accurately.

Skills

Customer Service

Communication

IT Skills

Tools

Microsoft Office

Job description

Working here isn't just a job. You can advance your career at Avove, and we will reward you with a range of benefits that recognize great work. We provide full training and continuous development to help you reach your potential. We strive to create an inclusive working environment where everyone can be themselves. Join us and take the next step towards a fulfilling career.

About The Role

The Customer Experience Advisor plays a pivotal role in communicating our programme of works to customers and stakeholders across the region. This position involves proactively reaching out to all customers, using available contact details to inform them of appointment times and dates for scheduled work. You will be responsible for capturing a comprehensive range of customer requirements, from access arrangements to structural concerns, ensuring no detail is overlooked.

This is a full-time permanent role based at our office in Bradford, with hybrid working from home.

What Will Your Day Look Like

1. Manage customer and client enquiries via telephone, in person, website, and email channels.
2. Ensure high levels of customer service to external and internal customers, providing excellent satisfaction.
3. Meet client and customer operational requirements professionally and efficiently, managing your time and prioritizing contacts.
4. Maintain and update customer and company databases, recording issues thoroughly and escalating appropriately.
5. Take ownership of tasks, including resolving issues that arise.
6. Manage resolution of customer complaints within specified timescales, adhering to company KPIs and SLAs.

About You

You are a skilled Customer Experience Advisor with strong people management skills and professional communication abilities, both written and verbal. The ideal candidate has excellent IT skills, especially with Microsoft Office, and proven experience in customer support. Experience in the utilities sector is highly desirable to navigate industry-specific challenges. You will handle customer interactions with empathy and professionalism, ensuring concerns are addressed promptly while maintaining strong relationships.

What's In It For You

We offer a competitive salary tailored to your skills and experience, along with recognition for your hard work. Our flexible benefits include:

• 24 days holiday plus bank holidays
• Company pension scheme
• Life assurance
• Private GP Helpline & Health Cash Plan
• Avove Discount Scheme
• Family-friendly policies
• Lifestyle benefit options
• Financial wellbeing programme
• Employee assistance program and onsite mental health first aiders
• Volunteering days and charity matched giving

About Us

We design, build, and maintain the UK’s utilities infrastructure to help transform local communities. We provide sustainable engineering solutions, playing a critical role in keeping water, electricity, and connectivity services operational. We work with leading utility providers such as Severn Trent, United Utilities, Yorkshire Water, and others.

We Are an Equal Opportunities Employer

We welcome applications from candidates of all races, genders, disabilities, religions, ages, and sexual orientations. We are committed to creating an inclusive environment where all colleagues can thrive, supported by our Communities of Practice.

What Next

We encourage you to apply promptly as we progress candidates individually through the recruitment process. For questions or an informal discussion, please reach out.