At a Glance
- Tasks: Deliver outstanding service across voice and digital channels, resolving customer enquiries.
- Company: Fexco Property Services, a supportive and inclusive workplace.
- Benefits: Full-time role with opportunities for growth and development.
- Other info: Join a dynamic team focused on continuous improvement and customer satisfaction.
- Why this job: Make a real difference in customer experiences and be a champion for service excellence.
- Qualifications: Strong communication skills and experience in customer service preferred.
The predicted salary is between 25000 - 30000 £ per year.
Job Title
Customer Experience Advisor
Location
Salisbury / Hybrid
Company
Fexco Property Services
Type of Employment
Full Time, Permanent
About this role
The Customer Experience Advisor is responsible for delivering outstanding service across all inbound customer contact channels, including voice and digital platforms (e. g. email, webchat, messaging).
The role focuses on resolving enquiries related to Administration, Accounts, and Maintenance/Repairs, ensuring a seamless and positive experience for every customer.
This role aims to resolve queries at the first point of contact wherever possible, minimise escalations, and take ownership of customer issues through to full resolution, acting as a strong advocate for customer experience across the business.
Main Duties and Objectives
- Manage inbound customer contacts across multiple channels (telephone, email, webchat, etc.) in a professional and empathetic manner
- Resolve enquiries relating to
- Accounts (e. g. Balances, Billing, Payments snd Service Charges)
- Admin (e. g Account Updates and General Enquiries)
- Maintenance/Repairs (e. g.
- Strive to achieve First Contact Resolution (FCR) wherever possible
- Take full ownership of customer queries and ensure end-to-end resolution, including managing follow-ups
- Proactively manage escalations through to resolution, maintaining communication with the customer
- Resolve non-escalated complaints efficiently and in line with company policy
- Ensure all complaints are handled with empathy, accountability, and fairness
- Provide a consistently excellent customer experience on every interaction
- Act as a champion for customer-centric thinking, challenging processes that may negatively impact the customer journey
- Identify recurring issues or inefficiencies and provide feedback to the Resolution and Continuous Improvement Team to improve service delivery
- Build rapport and trust with customers, ensuring they feel valued and supported
- Accurately log all interactions and actions taken within systems
• Where escalation is required
- Clearly communicate next steps and expectations to the customer
- Take ownership of the case and manage it through to resolution
- Liaise with internal teams to ensure timely outcomes
- Ensure customers are kept informed with regular updates
- Actively listen, show empathy, and tailor communication style to meet customer needs
- Go above and beyond to create positive, memorable experiences
- Encourage satisfied customers to leave feedback, including Trustpilot reviews
- Promote feedback opportunities at appropriate moments in the customer journey
Essential Skills
- Strong communication skills (verbal and written)
- Excellent problem-solving and decision-making abilities
- High level of empathy and emotional intelligence
- Ability to manage multiple systems and tasks simultaneously
- Strong organisational and time management skills
- Experience in a contact centre or customer service environment preferred
- Experience handling complex customer queries or complaints
- Exposure to accounts, admin, or repairs/maintenance-related queries is advantageous
Behaviours
- Customer-first mindset – always prioritising customer outcomes
- Ownership & accountability – taking responsibility through to resolution
- Resilience – managing challenging interactions positively
- Collaboration – working effectively with colleagues and other teams
- Continuous improvement – proactively identifying opportunities to enhance service
- Integrity & professionalism – acting in line with company values
Performance Measures (KPI's)
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)/Customer Experience scores
- Quality Assurance (QA) scores
- Average Handling Time (AHT) (balanced with quality and resolution)
- Contact volumes and productivity metrics
- Complaint resolution times and outcomes
- Adherence to schedule
- Trustpilot/review generation targets
- Escalation management effectiveness (timeliness and resolution
Success Measures
- Consistently resolving customer queries quickly and accurately
- Delivering high customer satisfaction scores
- Reducing repeat contacts through effective first-contact resolution
- Taking ownership of issues and ensuring they are fully resolved
- Positively influencing customer perception through exceptional service
- Actively contributing to service improvements and customer-centric change
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves.
We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.
BACK TO ALL VACANCIES
Customer Experience Advisor in Salisbury employer: Fexco
Fexco is an excellent employer that values its employees by offering a competitive hourly rate of £13.23 and a range of benefits, all within a supportive work culture that prioritises customer service excellence. Working as a Travel Money Advisor in the vibrant Sainsbury's Thanet location provides unique opportunities for personal growth and flexibility, making it an ideal choice for those seeking meaningful part-time employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor in Salisbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fexco. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fexco before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Advisor in Salisbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fexco:Your cover letter is your chance to shine! Tell us why you want to work at Fexco specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fexco!
How to prepare for a job interview at Fexco
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
