At a Glance
- Tasks: Shape outstanding customer experiences and support a team of Customer Experience Advisors.
- Company: Plymouth Community Homes, the city's largest social housing association.
- Benefits: Excellent pension, free gym, volunteer days, and generous annual leave.
- Other info: Join a vibrant team in a beautiful part of the Southwest.
- Why this job: Make a real impact on customers and colleagues while developing your leadership skills.
- Qualifications: Experience in customer service and coaching, with strong communication skills.
The predicted salary is between 31500 - 38500 £ per year.
Be the Difference Behind Every Great Customer Experience
Are you passionate about delivering exceptional customer service and helping others reach their full potential?
If you're ready to take the next step in your customer service career, this could be the perfect opportunity for you.
As our
Senior Customer Experience Advisor , you'll play a key role in shaping outstanding customer experiences while supporting and developing a team of Customer Experience Advisors.
Reporting into the Customer Experience Supervisor, you'll act as a trusted expert, coach and mentor, helping to drive service excellence across multiple customer contact channels.
This is a fantastic opportunity for someone who enjoys sharing their knowledge, championing best practice, and making a real impact on both customer outcomes and colleague development.
What You'll Be Doing
In this varied and rewarding role, you'll
- Champion exceptional customer experiences across email, social media, live chat and telephone channels.
- Support and coach Customer Experience Advisors, helping them build confidence, capability and expertise.
- Play an important role in onboarding new team members, providing training, mentoring and ongoing guidance.
- Monitor customer interactions and provide constructive feedback that helps individuals and the wider team thrive.
- Identify opportunities to improve performance and contribute to the creation of training materials, guidance and process improvements.
- Act as a subject matter expert, providing advice and support on customer service processes, systems and policies.
- Help drive continuous improvement by sharing insights and ideas that enhance the customer journey.
- Support the delivery of "right first time" resolutions, ensuring customers receive efficient and effective service.
- Promote high-quality, consistent communication standards across all customer contact channels.
What We're Looking For
We're looking for someone who combines a passion for customer service with a genuine desire to support and develop others.
You'll ideally have
- Experience within a customer service, customer experience or contact centre environment.
- Previous coaching, mentoring or team support experience, with the ability to bring out the best in others.
- Excellent written and verbal communication skills.
- Experience managing customer interactions across multiple channels, including email, live chat and social media.
- The confidence to provide supportive, constructive feedback that encourages growth and development.
- Strong organisational skills and a keen eye for detail.
- A collaborative approach and the ability to build positive relationships across teams.
- A continuous improvement mindset and a commitment to delivering positive outcomes for customers.
- Knowledge of current customer service best practice and a desire to help shape service excellence.
This is more than just a customer service role.
It's an opportunity to influence how we support our customers, help colleagues develop and grow, and contribute to a culture where great service is recognised and celebrated every day.
About Plymouth Community Homes
We are the city’s largest social housing association, with over 16,000 properties providing homes for more than 35,000 people, and we’re aiming to grow, to provide more people with high-quality, affordable homes to rent and buy.
With a great workforce and a focus on people, we deliver good quality, well-managed and well-maintained homes.
What we can offer you
- Excellent pension scheme with a high level of employer contributions
- Free, fully equipped onsite gym and changing facilities.
- The opportunity to carry out volunteer work for 3 days a year through our Make a Difference scheme
- Annual leave of 25 days (rising to 30 days) plus Bank Holidays and holiday trading option
- Free Employee Assistance programme, including free counselling
- Free annual flu vaccination
- Cycle to Work scheme
- The opportunity to work in a beautiful and vibrant part of the Southwest
- We support digital working with modern devices/smart phones
- Our modern and spacious offices are right on a bus route, and just three miles from the city centre
If you're ready to inspire others, share your expertise and make a real difference to both customers and colleagues, we'd love to hear from you.
To apply for this role, complete our short application form and upload your CV, demonstrating how your knowledge, skills and experience meet the requirements of the role and person specification.
For an informal discussion about this role, please contact Mark Boyd, Customer Experience Supervisor on 01752 382034.
- Expected Shortlisting Date: 6th October 2026
- Expected Interview Date: 13th & 14th September 2026
We are a committed Equal Opportunities employer. We welcome applications from suitably talented people from any community and background.
Living and Working in Plymouth
Senior Customer Experience Advisor in Plymouth employer: plymouthcommunityhomes
Plymouth Community Homes is an exceptional employer dedicated to making a real difference in the community. With a strong focus on employee well-being, we offer flexible working opportunities, a generous pension scheme, and a supportive work culture that encourages personal and professional growth. Our modern offices, located conveniently near local amenities, foster a collaborative environment where you can thrive while contributing to the lives of our residents.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Advisor in Plymouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at plymouthcommunityhomes. 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 plymouthcommunityhomes 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 Senior Customer Experience Advisor in Plymouth
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 plymouthcommunityhomes:Your cover letter is your chance to shine! Tell us why you want to work at plymouthcommunityhomes 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 plymouthcommunityhomes!
How to prepare for a job interview at plymouthcommunityhomes
✨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.
