Customer Service Specialist (Customer Experience Advisor) – Edinburgh / Hybrid | £34,376
Full-Time | Customer Service | Hybrid Working
Overview
Our client, a purpose-driven UK organisation, is seeking a Customer Service Specialist (Customer Experience Advisor) to deliver exceptional customer support and make a meaningful difference to people’s lives.
This role offers a unique opportunity to work in an empowering, non-scripted environment where you are trusted to make decisions and resolve customer queries end-to-end. With a strong focus on development and progression, this is an ideal position for individuals passionate about customer experience and continuous improvement.
Responsibilities
- Handle customer enquiries from initial contact through to full resolution, ensuring a high-quality experience
- Build strong relationships with customers through active listening, empathy, and clear communication
- Provide tailored guidance and solutions based on individual customer needs
- Manage sensitive or complex queries with professionalism and care
- Work collaboratively with internal teams to resolve issues efficiently
- Contribute to continuous improvement by sharing feedback and ideas to enhance customer and employee experience
- Maintain productivity and performance within a fast-paced contact centre environment
Requirements
- Previous experience in a customer service or customer-facing role
- Excellent communication and interpersonal skills
- Strong problem-solving ability with a proactive, ownership-driven approach
- Ability to build trust and influence customers positively
- Resilience and ability to manage challenging or sensitive interactions
- Comfortable working in a fast-paced, target-driven environment
- Experience in a contact centre or high-volume customer service setting
- Experience handling complex or emotionally sensitive customer cases
- Annual discretionary bonus
- 28 days annual leave with option to buy/sell days
- Hybrid working (up to 2 days from home per week)
- Private medical insurance and critical illness cover
- Life assurance (4x salary)
- Electric/hybrid car salary sacrifice scheme and cycle-to-work scheme
- Employee discount platform
- Access to wellbeing and healthcare apps
- One paid volunteering day per year
- Free parking
- Subsidised restaurant
- Free refreshments and healthy snacks
Additional Information
- Working hours: 38 hours per week on a shift rota:
- Monday to Friday: 08:30 – 18:15
- 1 in 4 Saturdays: 09:00 – 13:00
- Hybrid working model with a mix of office and home-based work
- Our client is committed to building an inclusive and diverse workplace and welcomes applications from all backgrounds
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