Senior Customer Experience Advisor

plymouthcommunityhomes; Plymouth; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Excellent pension

Onsite gym

Volunteer days (Make a Difference)

Generous annual leave 25–30 days

Employee Assistance programme

Free flu vaccination

Cycle to Work

Southwest location advantages

Modern devices & smartphones

Accessible by bus

Job summary

Plymouth Community Homes is looking for a Senior Customer Experience Advisor to shape outstanding customer experiences while developing a team of Advisors. Reporting to the Customer Experience Supervisor, you will coach, mentor and guide on best practices across channels.

You will help onboard new teammates, monitor performance, and drive continuous improvement in service quality and customer outcomes within a supportive, collaborative environment.

Qualifications

• Experience in customer service or contact centre environments.
• Coaching or mentoring others to improve performance.
• Excellent written and verbal communication skills.
• Experience across email, live chat and social media.
• Ability to provide constructive feedback and develop others.
• Strong organisational skills and attention to detail.

Responsibilities

• Champion exceptional customer experiences across email, social media, live chat and phone channels.
• Coach and support Customer Experience Advisors to build confidence and capability.
• Onboard and mentor new team members with training guidance.
• Monitor interactions and provide constructive feedback to drive improvement.
• Identify opportunities to improve performance and contribute to training materials.
• Provide SME guidance on customer service processes and policy.
• Share insights to enhance the customer journey and drive first-time resolution.
• Promote high-quality communication standards across channels.

Skills

Coaching & mentoring

Multichannel customer service

Communication skills

Relationship building

Tools

CRM software

Call monitoring tools

Job description

Be the Difference Behind Every Great Customer Experience

Are you passionate about delivering exceptional customer service and helping others reach their full potential? If you're ready to take the next step in your customer service career, this could be the perfect opportunity for you.

As our Senior Customer Experience Advisor, you'll play a key role in shaping outstanding customer experiences while supporting and developing a team of Customer Experience Advisors. Reporting into the Customer Experience Supervisor, you'll act as a trusted expert, coach and mentor, helping to drive service excellence across multiple customer contact channels.

This is a fantastic opportunity for someone who enjoys sharing their knowledge, championing best practice, and making a real impact on both customer outcomes and colleague development.

What You'll Be Doing

In this varied and rewarding role, you'll:

• Champion exceptional customer experiences across email, social media, live chat and telephone channels.
• Support and coach Customer Experience Advisors, helping them build confidence, capability and expertise.
• Play an important role in onboarding new team members, providing training, mentoring and ongoing guidance.
• Monitor customer interactions and provide constructive feedback that helps individuals and the wider team thrive.
• Identify opportunities to improve performance and contribute to the creation of training materials, guidance and process improvements.
• Act as a subject matter expert, providing advice and support on customer service processes, systems and policies.
• Help drive continuous improvement by sharing insights and ideas that enhance the customer journey.
• Support the delivery of "right first time" resolutions, ensuring customers receive efficient and effective service.
• Promote high-quality, consistent communication standards across all customer contact channels.

What We're Looking For

We're looking for someone who combines a passion for customer service with a genuine desire to support and develop others.

You’ll ideally have:

• Experience within a customer service, customer experience or contact centre environment.
• Previous coaching, mentoring or team support experience, with the ability to bring out the best in others.
• Excellent written and verbal communication skills.
• Experience managing customer interactions across multiple channels, including email, live chat and social media.
• The confidence to provide supportive, constructive feedback that encourages growth and development.
• Strong organisational skills and a keen eye for detail.
• A collaborative approach and the ability to build positive relationships across teams.
• A continuous improvement mindset and a commitment to delivering positive outcomes for customers.
• Knowledge of current customer service best practice and a desire to help shape service excellence.

This is more than just a customer service role. It's an opportunity to influence how we support our customers, help colleagues develop and grow, and contribute to a culture where great service is recognised and celebrated every day.

About Plymouth Community Homes

We are the city’s largest social housing association, with over 16,000 properties providing homes for more than 35,000 people, and we’re aiming to grow, to provide more people with high-quality, affordable homes to rent and buy.

With a great workforce and a focus on people, we deliver good quality, well-managed and well-maintained homes.

What we can offer you:

• Excellent pension scheme with a high level of employer contributions
• Free, fully equipped onsite gym and changing facilities.
• The opportunity to carry out volunteer work for 3 days a year through our Make a Difference scheme
• Annual leave of 25 days (rising to 30 days) plus Bank Holidays and holiday trading option
• Free Employee Assistance programme, including free counselling
• Free annual flu vaccination
• Cycle to Work scheme
• The opportunity to work in a beautiful and vibrant part of the Southwest
• We support digital working with modern devices/smart phones
• Our modern and spacious offices are right on a bus route, and just three miles from the city centre

For an informal discussion about this role, please contact Mark Boyd, Customer Experience Supervisor on 01752 382034.

We are a committed Equal Opportunities employer. We welcome applications from suitably talented people from any community and background.

Living and Working in Plymouth