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- Tasks: Lead a team in resolving complex customer service issues and support new colleagues.
- Company: Join a dynamic company focused on enhancing customer experiences across multiple sites.
- Benefits: Enjoy competitive salary, overtime pay, and opportunities for leadership development.
- Why this job: Shape team culture and service standards while gaining visibility with senior leaders.
- Qualifications: Experience in customer service, strong communication skills, and coaching abilities required.
- Other info: Comprehensive onboarding and training provided to ensure your success.
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 will 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 the 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.
Senior Customer Experience Advsior in Plymouth employer: High Profile Resourcing Ltd
Contact Detail:
High Profile Resourcing Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Advsior in Plymouth
✨Tip Number 1
Familiarise yourself with the company's customer service philosophy and values. Understanding what drives our approach to customer experience will help you align your answers during interviews and demonstrate that you're a great fit for our team.
✨Tip Number 2
Prepare specific examples from your past experiences where you've successfully resolved complex customer issues. Highlighting your problem-solving skills and ability to handle escalated queries will show us that you can thrive in this role.
✨Tip Number 3
Showcase your coaching and mentoring abilities by discussing how you've supported colleagues in previous roles. We value team players who can uplift others, so be ready to share your experiences in developing talent.
✨Tip Number 4
Demonstrate your adaptability by discussing times when you've successfully managed multiple priorities or tasks under pressure. This will illustrate your time management skills, which are crucial for a Senior Customer Experience Advisor.
We think you need these skills to ace Senior Customer Experience Advsior in Plymouth
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in customer service, particularly 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 supported colleagues or improved processes in previous roles.
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 contribute to a positive learning environment.
Showcase Problem-Solving Skills: Provide examples in your application of how you've identified and resolved complex customer issues. Highlight your proactive approach to improving service standards and your attention to detail under pressure.
How to prepare for a job interview at High Profile Resourcing Ltd
✨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in customer service, especially in a call centre or contact centre environment. Be prepared to discuss specific examples of how you've handled complex queries and resolved issues effectively.
✨Demonstrate Coaching Skills
Since the role involves mentoring less experienced colleagues, be ready to share instances where you've successfully coached or supported others. This could include training new joiners or helping peers improve their performance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle emotionally charged situations or escalated queries. Think of scenarios where you had to use diplomacy and confidence to resolve conflicts, and be ready to explain your thought process.
✨Emphasise Adaptability and Time Management
The role requires juggling multiple tasks and priorities. Prepare to discuss how you've managed your time effectively in past roles, especially during high-demand periods, and provide examples of how you adapt to changing circumstances.
