As a Customer Experience Advisor, you will act as the first point of contact for all customers across multiple channels including telephone, email, social media and face-to-face interactions. Your primary objective is to resolve customer enquiries at the first point of contact wherever possible, delivering efficient, accurate and customer-focused outcomes.
You will take ownership of customer queries from initial contact through to resolution, diagnosing issues, providing solutions and only escalating where specialist intervention or ongoing case management is required.
You will operate within a robust customer experience performance framework with clear expectations around quality, responsiveness and customer outcomes. The role is central to delivering a seamless customer journey and consistently high levels of customer satisfaction.
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