Customer Experience Advisor

Nicholas Associates Group Limited; Loughborough; On-site; GBP 25,000 - 27,000; Full time

Job summary

A respected client in customer service is seeking a full-time Customer Experience Advisor in Loughborough. The successful candidate will provide comprehensive customer support and handle all types of inquiries with professionalism. Strong communication skills and proficiency in digital tools are essential. This role offers a competitive salary and various company benefits, including a pension scheme and generous holiday allowance.

Benefits

Pension scheme

Generous holiday allowance plus your birthday off

Life insurance

Aviva health rewards

Annual performance bonus

Parking on site

Induction training

Development opportunities

Qualifications

• Calm, clear, empathetic, and professional communication.
• Comfortable in a fast-moving digital environment.

Responsibilities

• Provide end-to-end customer support across all channels.
• Handle queries and complaints with empathy and efficiency.
• Build and nurture strong customer relationships.

Skills

Strong communication skills

Proficient in Microsoft Office

Ability to improve customer satisfaction

Solutions-focused approach

Job description

We're on the lookout for a Customer Service professional to join our well established and respected client based in Loughborough on a full time, permanent basis.

Salary: £25,000 - £27,000 (depending on experience).

The Role:

As a Customer Experience Advisor, you will be responsible for providing end-to-end customer support for our client across all customer communication channels, mainly via email enquiries & calls. You'll manage all types of customer queries including complaints, inter-departmental relationships, made-to-measure support and help shape a service experience that reflects the quality and creativity of the brands.

Key Responsibilities:

• Demonstrate and execute a seamless, customer-centric journey, meticulously tailored to individual needs, to exceed expectations and cultivate loyalty.
• Respond promptly to all customer interactions via webchat, email and phone providing professional support to both internal and external stakeholders.
• Manage all inquiries with precision, ensuring accurate information processing.
• Handle queries and complaints with empathy and efficiency, always safeguarding brand reputation.
• Collaborate with fulfilment and operations to swiftly resolve delivery issues, returns, and product concerns.
• Process orders efficiently while maintaining accurate system information.
• Build and nurture strong customer relationships.
• Provide comprehensive after-sales support, including fault resolution and claims management.
• Engage with customers to thoroughly understand their needs.
• Leverage in-depth product knowledge to suggest relevant add-ons or alternatives, enhancing the customer's purchase experience and maximising sales opportunities.
• Spot opportunities to turn poor experiences into brand loyalty through proactive service.

Essential Requirements:

• Strong communication skills with a calm, clear, empathetic and professional approach.
• Proficient in Microsoft Office and digital tools.
• Proven ability to improve customer satisfaction, loyalty and experience.
• Adaptable, solutions-focused and comfortable in a fast-moving digital environment.

Company Benefits:

• Pension scheme.
• Generous holiday allowance plus your birthday off.
• Life insurance.
• Aviva health rewards.
• Annual performance bonus.
• Parking on site.
• Induction training.
• Development opportunities.

If you are looking for the next step in your career in Customer Service with a local company, then apply for this role now!

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About Us

We are dedicated to fostering a diverse and inclusive community. In line with our Diversity and Inclusion policy, we welcome applications from all qualified individuals, regardless of age, gender, ethnicity, sexual orientation, or disability. As a Disability Confident Employer, and part of the Nicholas Associates Group, we are committed to supporting candidates with disabilities, and we're happy to discuss flexible working options.

We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Nicholas Associates Group of companies Privacy Notice.