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For Companies At a Glance
- Tasks: Lead a team, resolve customer issues, and support new colleagues.
- Company: Join a dynamic company focused on exceptional customer experiences.
- Benefits: Enjoy competitive salary, overtime pay, and leadership pathways.
- Why this job: Shape team culture and make a real impact in customer service.
- Qualifications: Experience in customer service and strong coaching skills required.
- Other info: Comprehensive onboarding and development opportunities await you.
The predicted salary is between 28000 - 32500 £ per year.
Location: Regional UK (Multiple Sites) | Full-time
Salary: £28-£32,500 + enhanced duties + overtime + pathway to leadership
Lead by example. Shape performance. Be the backbone of your team.
As a Senior Customer Experience Advisor, you’ll be at the forefront of our Client team’s success—guiding, supporting and resolving the most challenging customer service issues while helping less experienced colleagues succeed.
What You’ll Do
- Respond to customer enquiries via phone, email and digital channels, including service orders, billing queries, product updates and delivery scheduling
- Manage the most complex or escalated queries and resolve them with full ownership
- Be a key support to Team Leaders by reviewing service metrics and agent outputs
- Provide coaching, shadowing and buddy support to new joiners or developing agents
- Contribute to training initiatives or micro-learning content through experience sharing
- Act as a flexible resource during high-demand periods and help advisors in real time
- Identify repeat problems or failure points and share with leadership for process enhancement
- Support call calibration, quality reviews and documentation consistency across team
What You’ll Bring
- Deep experience in customer service in a call centre, contact centre or customer service centre including complaints handling or specialist accounts
- Confidence and diplomacy when resolving emotionally charged or sensitive situations
- Demonstrated ability to influence peers and contribute to a positive, learning-led environment
- Accuracy and attention to detail when completing tasks under pressure
- Proactive engagement in performance discussions, improvement plans and service feedback loops
- Excellent time management and adaptability when moving between tasks and priorities
- Coaching and mentoring skills
What You’ll Gain
- Enhanced visibility with senior leaders and cross-functional partners
- First access to acting-up or secondment opportunities (e.g., Supervisor and Manager)
- A comprehensive six week onboarding programme with dedicated support
- Development through coaching qualifications or formal leadership training
- The chance to leave a legacy through shaping team capability, culture and service standards
To explore your future please email your CV.
Contact Detail:
High Profile Resourcing Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Advisor
✨Tip Number 1
Familiarise yourself with common customer service scenarios and challenges. Being able to discuss specific examples of how you've handled complex queries or escalated issues will show your depth of experience during any interviews.
✨Tip Number 2
Highlight your coaching and mentoring skills in conversations with us. Prepare to share instances where you've supported less experienced colleagues, as this aligns perfectly with the responsibilities of a Senior Customer Experience Advisor.
✨Tip Number 3
Demonstrate your ability to influence and contribute positively to team dynamics. Think of examples where you've improved team performance or morale, as this will resonate well with our focus on creating a learning-led environment.
✨Tip Number 4
Be ready to discuss your time management strategies. Given the fast-paced nature of the role, showcasing how you prioritise tasks and adapt to changing demands will be crucial in proving your fit for the position.
We think you need these skills to ace Senior Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in call centres or contact centres. Emphasise your skills in handling complaints and your ability to manage complex queries.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your leadership potential. Mention specific examples of how you've influenced peers or contributed to a positive team environment.
Highlight Coaching Experience: Since the role involves mentoring and coaching, be sure to include any relevant experience you have in training or supporting new team members. This will demonstrate your capability to lead by example.
Showcase Problem-Solving Skills: In your application, provide examples of how you've identified and resolved complex customer issues. Highlight your attention to detail and proactive approach to improving processes.
How to prepare for a job interview at High Profile Resourcing Ltd
✨Showcase Your Customer Service Experience
Be prepared to discuss your previous roles in customer service, especially in call or contact centres. Highlight specific examples where you successfully handled complex queries or complaints, demonstrating your ability to manage challenging situations with confidence and diplomacy.
✨Demonstrate Coaching Skills
Since the role involves mentoring less experienced colleagues, think of instances where you've provided support or training to others. Share how you contributed to their development and the positive outcomes that resulted from your guidance.
✨Emphasise Problem-Solving Abilities
Prepare to discuss how you've identified and resolved recurring issues in previous roles. This shows your proactive approach to improving processes and your commitment to enhancing customer experience, which is crucial for this position.
✨Exhibit Adaptability and Time Management
The role requires juggling multiple tasks and priorities. Be ready to provide examples of how you've effectively managed your time in high-pressure situations, ensuring that you maintained accuracy and attention to detail while meeting deadlines.
