Job Description

Our client is looking for experienced Customer Experience Advisors to join their customer service team. They are looking for candidates who can deliver outstanding customer service, solve problems, build relationships, and work in a fast-paced environment in Warrington.

As the first point of contact for our customers, you'll play a vital role in delivering an exceptional customer journey by handling enquiries efficiently, resolving issues professionally, and supporting customers across multiple communication channels.

This is an exciting opportunity for someone who enjoys making a real difference while working within a supportive, customer-focused team.

As a Customer Experience Advisor, you will:

Respond to customer enquiries via telephone, email, live chat, text message and CRM systems

Handle service, invoice and account enquiries professionally and efficiently

Provide quotations, pricing information and proof of collection documentation

Resolve customer complaints with empathy and in line with company service standards

Book waste collections and complete associated administrative tasks

Register and support customers using online customer portals

Log and manage customer cases accurately within Salesforce

Build positive relationships with customers, colleagues and external partners

Support the sales team by logging leads, carrying out contract checks and assisting with pre-qualification questionnaires

Identify opportunities to upsell and cross-sell products and services where appropriate

Conduct customer satisfaction reviews and gather feedback to improve service

Ensure compliance with data protection, confidentiality and Duty of Care legislation

Support wider business initiatives including annual price increases and compliance programmes

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We're looking for someone who has:

A genuine passion for delivering excellent customer service

Outstanding verbal and written communication skills

Excellent telephone manner and customer care skills

Strong attention to detail and organisational ability

The ability to remain calm under pressure and manage multiple priorities

Excellent problem-solving and conflict resolution skills

Good computer literacy, including Microsoft Office or Google Workspace

Typing speed of approximately 40 words per minute

GCSE Maths and English (Grade C/4 or above) or equivalent

### Desirable

Previous customer service or contact centre experience

Experience using CRM systems such as Salesforce

Customer Service qualification

Commercial awareness

Experience within the waste, environmental or utilities sector

Ability to speak an additional language

Delivers a consistently excellent customer experience

Takes ownership of customer enquiries through to resolution

Works collaboratively with colleagues across Customer Experience, Operations, Sales and Finance

Maintains high levels of accuracy and attention to detail

Meets service level agreements and quality standards

Looks for opportunities to improve customer satisfaction and business performance