Job Description

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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

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