Customer Experience Advisor

VIVID; Basingstoke; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

A leading customer service company in Basingstoke is looking for Customer Experience Advisors to join their busy contact centre. In this role, you will manage high volumes of calls while providing top-notch customer service. Candidates must have excellent communication and problem-solving skills, coupled with a passion for helping others. Benefits include 26 days holiday (pro rata), a productivity bonus, a contributory pension, and various wellness programs. This position initially requires in-office work, transitioning to hybrid post-training.

Benefits

26 days holiday (plus bank holidays)

Productivity-related bonus scheme

Generous pension contribution

Life assurance

Private medical insurance

Health care cash plan

Enhanced pay for parental leave

Access to counselling and legal information

Electric car scheme

In-house & e-learning courses

Qualifications

• Ability to provide first-class customer service.
• Experience in a contact centre environment.
• Good problem-solving skills and adaptability.

Responsibilities

• Handle inbound phone calls and digital customer queries.
• Provide efficient and helpful customer service.
• Work closely with colleagues to resolve enquiries.

Skills

Excellent customer service skills

Experience in a high-pressure environment

Problem solving

Verbal and written communication skills

Computer literacy

Time management

Job description

We’re VIVID! -We offer a vibrant, friendly, inclusive culture that supports, develops and attracts the best people!

Our Customer Experience team is vibrant, hardworking, and committed to providing excellent customer experiences.

We have exciting opportunities available for Customer Experience Advisors to join our fast-paced contact centre on a permanent basis working 29.5 hours per week split in the following way: Monday 9-5pm, Friday 9-4.30pm with 30 mins lunch, and Tuesday/Wednesday/Thursday 12-5pm.

The first 6 months will be based in office, at our contact centre in our Basingstoke office. Once we’ve trained you up in a specialist area, with a strong foundation knowledge of various aspects of housing management and repairs, we can then offer you hybrid working.

Here’s The Facts About The Role

As a customer experience advisor in our contact centre, you’ll be the first point of contact for our customers, handling a high volume of inbound phone calls and answering customer queries through other digital channels.

You’ll provide a friendly, efficient and helpful first-class customer service to our customers, aiming to provide a ‘right first time’ service, working closely with your colleagues and other teams across the business to handle enquiries at first point of contact where possible. You’ll spend the majority of your time on the phone, so excellent communication skills are key!

What We’re Looking For

• You’ll have excellent customer service skills and be able to provide a friendly, efficient and helpful first-class service to our customers
• You’ll have experience of delivering a high standard of customer service in a high-pressure environment, preferably within a contact centre
• No two contacts are the same and they can be complex, so you’ll need to be good at problem solving, adaptable and resilient
• You’ll have great verbal and written communication skills and also be computer literate
• You’ll have a genuine passion for helping people, with the ability to deal with and diffuse difficult situations whilst always remaining empathetic, professional and resilient
• We’re a fast-paced contact centre so you’ll need to have excellent time management and enjoy being busy

What great benefits can we offeryou?

• 26 days holiday (plus bank holidays) pro rata, with the opportunity to buy or sell annual leave
• A productivity-related bonus scheme to enhance your take-home
• A generous contributory pension of 6%. We’ll match employee contributions between 7% and 10%
• Life assurance paid at x 3 annual salary
• Private medical insurance
• Health care cash plan called Medicash
• Enhanced pay for maternity, paternity, adoption and shared parental leave
• Access to counselling, legal and financial information
• Electric car scheme
• Huge variety of in-house & e-learning courses and a range of coaching and mentoring programmes

We’re holding an in-person Hiring Event on the evening of Monday 9 March!

The hiring event will include an introduction to VIVID and our Customer Experience department, some interview tasks and the chance to chat to some of our team and ask questions. If your application is successful, we’ll be in touch with more info about our hiring evening.

This vacancy may close earlier than advertised if we receive a high volume of applications.

We kindly ask that you do not use AI to write your application. This is your opportunity to show us who you are and why you’re suitable for the role based on your skills, knowledge, and experience. We value authenticity, individuality, and a genuine personal touch in your responses.