Customer Experience Advisor - Defence Facilities (Site-based)

Mainstay Recruitment Solutions Ltd; Aldershot; On-site; GBP 25,000 - 28,000; Full time

Job summary

Mainstay Recruitment Solutions Ltd in Aldershot is recruiting a Customer Experience Advisor to join a busy Defence Facilities Management operation. The role is site-based, £25,000 - £27,500 depending on experience, and permanent.

You’ll handle enquiries, resolve issues and support military families with a professional, empathetic service. As the main contact for customers, you’ll work across internal teams, contractors and stakeholders to investigate issues, coordinate responses and keep

Qualifications

• Previous experience in customer service, administration, contact centre, helpdesk, coordination or a similar customer-focused environment.
• Strong verbal and written communication skills.
• A professional, empathetic and customer-focused approach.
• Good attention to detail and the ability to accurately record information.
• Confidence using IT systems and the ability to learn new systems and processes.
• The ability to manage multiple enquiries and priorities simultaneously.
• A proactive approach to problem solving and customer service.
• The ability to remain calm and professional when dealing with challenging or sensitive situations.
• Good organisational and time management skills.
• A willingness to learn, develop and take on new responsibilities.

Responsibilities

• Act as a key point of contact for customers via telephone, email and other channels.
• Listen to customer concerns and provide clear, accurate information.
• Take ownership of enquiries from initial contact through to resolution.
• Investigate concerns and liaise with internal teams, contractors and stakeholders.
• Coordinate with external partners to progress enquiries and issues.
• Monitor outstanding enquiries and follow up to keep customers informed.
• Manage complex or sensitive cases professionally and escalate where appropriate.
• Support the management of emergencies and urgent customer issues during working hours.
• Maintain accurate records of customer interactions and outcomes using relevant systems.
• Ensure information is recorded accurately and in line with processes.
• Identify recurring issues and feedback to contribute to service improvements.
• Work with colleagues and wider teams to deliver a consistent customer experience.
• Ensure customers are treated with empathy, respect and professionalism.
• Contribute to continuous improvement across the customer experience function.

Skills

Customer service

Communication skills

Empathetic approach

Attention to detail

IT skills

Multitasking

Problem solving

Calm under pressure

Time management

Willingness to learn

Job description

Mainstay Recruitment Solutions Ltd in Aldershot is recruiting a Customer Experience Advisor to join a busy Defence Facilities Management operation. The role is site-based, £25,000 - £27,500 depending on experience, and permanent.

You’ll handle enquiries, resolve issues and support military families with a professional, empathetic service. As the main contact for customers, you’ll work across internal teams, contractors and stakeholders to investigate issues, coordinate responses and keep