Job Title: Customer Experience Advisor
Department: Customer Experience
Responsible to: Assistant Customer Experience Manager
Hours: 28 hours per week, with 35 hours also considered.
Salary: £19,233.76 rising to £20,851.09 after successful completion of probation (based on working 28 hours per week. This will be adjusted accordingly for 35 hours per week.)
This role is a fixed term contract (Maternity Cover) until end of June 2027.
Summary of Main Purpose of the Job:
The Customer Experience Adviser is responsible for managing and developing customer accounts through proactive engagement, delivering an excellent customer experience while driving sales growth and increasing average order value.
The role works closely with Field Sales Representatives to support account management, ensuring customers are regularly contacted, supported, and encouraged to maximise their spend through effective upselling and service delivery.
Knowledge and Skills Required:
- Strong communication and relationship-building skills
- Commercial awareness with a proactive sales mindset
- Ability to identify and act on sales opportunities
- Good organisational and time management skills
- Strong IT and system capability
- High attention to detail and accuracy
- Ability to manage multiple accounts and priorities
- Positive, resilient and customer-focused approach
Main Duties and Responsibilities:
Account Management & Customer Experience
- Manage a portfolio of customer accounts, building strong and effective relationships
- Work in alignment with Field Sales Representatives to support account growth and retention
- Act as a key point of contact for customer queries, ensuring timely and professional resolution
- Ensure all customer interactions are handled in line with company standards and expectations
Sales & Commercial Performance
- Proactively conduct outbound calls to customers to drive engagement and sales
- Identify opportunities to upsell, cross-sell and increase average delivery value
- Support delivery of team targets relating to call volumes, conversion and revenue
- Maintain strong product knowledge to confidently promote products and services
- Encourage repeat business and maximise customer spend
Order Processing & Administration
- Process customer orders accurately via phone, email and digital platforms
- Ensure all order administration is completed correctly and within required timeframes
- Support the setup and management of new customer accounts
- Maintain accurate records of customer interactions and transactions
Customer Queries & Issue Resolution
- Handle customer queries and complaints in a professional and efficient manner
- Ensure issues are resolved or escalated appropriately in line with company procedures
- Provide clear communication and updates to customers throughout the resolution process
Team & Business Contribution
- Work collaboratively with colleagues across Customer Experience and Sales teams
- Share customer insights and feedback to support business improvement
- Contribute to a positive and high-performing team environment
Pay: From £19,233.76 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
Work Location: In person
