Senior CX Coach & Multichannel Experience Leader

plymouthcommunityhomes; Plymouth; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Excellent pension scheme with a high

Free, fully equipped onsite gym and

Make a Difference volunteering 3 days

Annual leave of 25 days rising to 30

Free Employee Assistance programme

Free annual flu vaccination

Cycle to Work scheme

Work in a beautiful and vibrant part

Digital working with modern devices

Offices on a bus route

Job summary

Plymouth Community Homes is seeking a Senior Customer Experience Advisor to lead and mentor a team of advisors, shaping outstanding customer experiences across email, live chat, social media and phone. The role focuses on coaching, onboarding new staff, and driving continuous service improvements within a housing association context.

You will guide the team to deliver right-first-time resolutions, maintain high standards of communication, and collaborate across departments to enhance the

Qualifications

• Experience within a customer service, customer experience or contact centre environment.
• Coaching, mentoring or team support experience.
• Excellent written and verbal communication skills.
• Experience managing customer interactions across multiple channels (email, live chat and social media).
• Ability to provide constructive feedback that encourages growth and development.
• Strong organisational skills and attention to detail.
• Collaborative approach and ability to build positive relationships across teams.
• Continuous improvement mindset and commitment to delivering positive outcomes for customers.
• Knowledge of current customer service best practice.

Responsibilities

• Champion exceptional customer experiences across email, social media, live chat and telephone channels.
• Coach and mentor Customer Experience Advisors to build confidence and expertise.
• Onboard new team members with training and guidance.
• Monitor interactions and provide constructive feedback to the team.
• Identify opportunities to improve performance and contribute to training materials.
• Provide expert advice on customer service processes, systems and policies.
• Share insights to drive continuous improvement in the customer journey.
• Support resolution delivery to ensure right first time service.
• Promote high-quality, consistent communication across channels.

Skills

Coaching

Mentoring

Communication

Customer service

Training

Onboarding

Feedback

Multichannel support

Organisational skills

Job description

Plymouth Community Homes is seeking a Senior Customer Experience Advisor to lead and mentor a team of advisors, shaping outstanding customer experiences across email, live chat, social media and phone. The role focuses on coaching, onboarding new staff, and driving continuous service improvements within a housing association context.

You will guide the team to deliver right-first-time resolutions, maintain high standards of communication, and collaborate across departments to enhance the