Customer Experience Advisor (Contact Centre) - Part time

VIVID; Basingstoke; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

26 days holiday

Productivity bonus

Pension 6%

Life assurance

Private medical insurance

Medicash

Parental leave enhancement

Counselling services

Legal & financial info

Electric car scheme

Training & mentoring

Job summary

VIVID is hiring Customer Experience Advisors for our busy contact centre on a permanent basis. You will handle a high volume of inbound calls and assist customers across digital channels, delivering friendly, first-class service.

The first six weeks are in-office with a 6-week induction, after which there is potential for hybrid working. You will follow varied shift patterns, planned hours, and a 120-hour month target.

Qualifications

• Excellent customer service and communication in a fast-paced environment.
• Ability to manage a high volume of inbound calls with empathy and professionalism.
• Strong problem-solving skills and resilience in challenging situations.

Responsibilities

• Handle a high volume of inbound calls and assist customers via digital channels.
• Provide friendly, efficient, first-class service at first point of contact where possible.
• Collaborate with colleagues and other teams to resolve queries and ensure customer satisfaction.

Skills

Customer service

High-pressure environment

Problem solving

Verbal communication

Written communication

Computer literacy

Empathy

Time management

Adaptability

Resilience

Job description

Our Customer Experience team is vibrant, hardworking, and committed to providing excellent customer experiences. We have exciting opportunities for Customer Experience Advisors to join our fast-paced contact centre on a permanent basis.

You’ll Work 120 Hours Per Month Across a Variety Of Shift Patterns, With Rotas Provided In Advance To Help You Plan Your Schedule. Shift Lengths And Start/finish Times May Vary Depending On Business Needs, But All Hours Will Be Worked Within Our Opening Times

• Monday to Thursday: 8:30am to 5:00pm
• Friday: 8:30am to 4:30pm

The planned start date for this role is Monday 26th October 2026. There’ll be a 6-week induction where the working hours will be 8:30am to 5pm Mon to Thurs (4:30pm on a Friday) with 1 hour for lunch. On Monday 7th December 2026 the 120 hours per calendar month will start.

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 offer you?

• 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 Tuesday 15th September! 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.

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.

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