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- Tasks: Lead a team, resolve complex customer issues, and support new colleagues.
- Company: Join a dynamic company focused on exceptional customer experiences across the UK.
- Benefits: Enjoy competitive salary, overtime pay, and pathways to leadership roles.
- Why this job: Shape team culture, enhance service standards, and gain visibility with senior leaders.
- Qualifications: Experience in customer service, strong communication skills, and coaching abilities 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.
Senior Customer Service Advisor 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 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 demonstrate your expertise during any interviews.
✨Tip Number 2
Showcase your coaching and mentoring experience. 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
Research StudySmarter's customer service philosophy and values. Understanding our approach will help you articulate how your personal values align with ours, making you a more attractive candidate.
✨Tip Number 4
Be ready to discuss your adaptability in high-pressure situations. Highlighting your time management skills and ability to switch between tasks will show that you're well-equipped for the dynamic nature of this role.
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 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 attention to detail and ability to work under pressure, as these are key attributes for the role.
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.
✨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 helped them improve their performance and what methods you used to coach effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-time scenarios. Practice responding to hypothetical situations involving difficult customers or escalated issues, showcasing your diplomacy and conflict resolution skills.
✨Emphasise Adaptability and Time Management
The role requires juggling multiple tasks and priorities. Be ready to discuss how you manage your time effectively and adapt to changing demands, providing examples from your past experiences that illustrate your organisational skills.
