Senior Customer Experience Coach & Team Mentor

Plymouth Community Homes; Crownhill; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Excellent pension scheme

Free onsite gym

Volunteer days

Annual leave 25+ days

Employee assistance programme

Flu vaccination

Cycle to Work

Modern offices

Bus route location

Job summary

Plymouth Community Homes is seeking a Senior Customer Experience Advisor to shape outstanding customer experiences and coach a team of Customer Experience Advisors across channels. Reporting to the Customer Experience Supervisor, you will be a trusted mentor, driving service excellence and continuous improvement in customer journeys.

You will onboard new colleagues, provide training, and share best practices to elevate outcomes for customers and colleagues alike.

Qualifications

• 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.

Responsibilities

• 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.
• Onboard 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 training materials, guidance and process improvements.
• Act as a subject matter expert, providing advice on customer service processes, systems and policies.
• Drive continuous improvement by sharing insights to enhance the customer journey.
• Support delivery of "right first time" resolutions for efficient service.
• Promote high-quality, consistent communication standards across channels.

Skills

Coaching

Mentoring

Multichannel support

Communication

Feedback

Organization

Team collaboration

Continuous improvement

Customer service

Job description

Plymouth Community Homes is seeking a Senior Customer Experience Advisor to shape outstanding customer experiences and coach a team of Customer Experience Advisors across channels. Reporting to the Customer Experience Supervisor, you will be a trusted mentor, driving service excellence and continuous improvement in customer journeys.

You will onboard new colleagues, provide training, and share best practices to elevate outcomes for customers and colleagues alike.