Senior CX Coach & Multi-Channel Experience Leader

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

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.