Customer Experience Advisor

Neptune; Swindon; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading customer experience company in Swindon is looking for a Customer Experience Advisor. This role involves providing guidance and support to customers and partners through various channels. The ideal candidate will have excellent communication skills and a background in customer service. This position offers a competitive salary and various benefits, including generous holiday allowance, life assurance, and flexible working hours.

Benefits

Generous Holiday Allowance

Life Assurance

Company sick pay

Enhanced maternity and paternity leave

Cycle to work scheme

Discounted gym membership

Training Workshops

Qualifications

• Experience in a world-class retail or customer service setting.
• Excellent written and verbal English skills.
• Confident using Microsoft Office, especially Word, Excel, and Outlook.

Responsibilities

• Be the first point of contact across Customer Experience channels.
• Provide clear guidance on collections and services.
• Manage service requests and coordinate with third parties.
• Build collaborative relationships with Support Office teams.

Skills

Communication skills

Customer service experience

Problem solving

Attention to detail

Familiarity with Microsoft Office

Job description

Overview

At Neptune, we believe a home should be a sanctuary somewhere that welcomes you in, inspires you, and tells your story. It\'s this same belief that shapes our approach to customer care. Thoughtful, composed, and always sincere.

We\'re currently looking for a Customer Experience Advisor to join our growing team. This role is about far more than answering calls or responding to queries. It\'s about being a calm, trusted voice for our customers and retail partners, offering guidance and support at every stage of their journey with Neptune.

Every day you\'ll make a real difference to our customers and our internal teams, by:

• Being a welcoming first point of contact across all our Customer Experience channels - from calls and emails to live chat, responding with warmth, professionalism and care.
• Listening carefully to enquiries and sharing clear, accurate guidance on our collections and services, so customers and partners feel confident and supported.
• Looking after service requests from our partners, keeping detailed notes, scheduling actions and coordinating with third parties to make sure everything runs smoothly.
• Reaching out to customers when needed - whether that\'s to keep them updated, arrange deliveries, resolve a concern or offer support that helps our Customer Experience channels grow.
• Building strong, collaborative relationships with our Support Office teams and working closely with our store partners on a one-to-one basis.
• Taking care of day-to-day administration using our internal systems and external platforms, keeping everything organised and up to date.
• From time to time, being a friendly face in our stores - welcoming guests, offering guidance and making every visit feel special.

Qualifications

We\'re looking for someone who takes real pride in what they do and cares about creating the best experience for every customer. To thrive in this role, you\'ll bring a natural warmth and confidence in engaging with people, a positive and practical way of solving problems, and experience in a world-class retail or customer service setting. You\'ll be articulate, with first-class communication skills, and comfortable with the essentials too which include a excellent written and verbal skills in English, confidence with Microsoft Office, Word, Excel and Outlook in particular. You\'ll bring an eye for detail and the ability to think things through with clarity and care. This role will suit someone who takes pride in clear communication and has an intuitive way with people.

Flexibility & Hours

As the world around us changes, so do the ways we support our customers. That\'s why our Customer Experience Advisors work flexibly, including evenings and weekends to be there when we\'re needed most. This role will be working 40 hours a week across 5 days, between the hours of 8am and 8pm Monday to Sunday.

Benefits

• Generous Holiday Allowance
• Life Assurance
• Company sick pay
• Enhanced maternity and paternity leave
• Cycle to work scheme
• Generous new item and outlet discounts
• Discounted gym membership
• Competitive salary
• Perkbox: Wellbeing Hub and Retail Discounts Portal
• Your birthday day off
• Day off if you become a Grandparent
• Two paid volunteer days a year
• A week off to celebrate a life event
• Refer a friend scheme
• Long service holiday allowance increase
• Training Workshops

Across all locations, we stay united by our company values: Do The Right Thing, Do It Together, Aim High and Keep It Real.

We are a growing business that encourages our people to grow with us. Neptune\'s goal is to ensure we have a diverse and inclusive work environment, where all of our employees have equal access to opportunities and everyone\'s voices are heard.