Customer Experience Advisor

This is an exciting opportunity to join a leading and innovative organisation based very close to central Cardiff for a 6 month fixed term contract with a view to go permanent. This is a hybrid role with an excellent benefits package from day one!

Following continued investment and growth, we are seeking a Customer Experience Advisor to join an expanding team.

Key Responsibilities

As part of a dedicated and passionate Customer Experience Team, you'll play a vital role in ensuring every customer interaction is professional, efficient, and positive. You'll be a champion for customers-supporting them throughout their journey with us.

Responsibilities include:

Scheduling internal and field appointments.

Delivering exceptional customer service and ensuring a seamless experience across all touchpoints.

Applying technical awareness to match customer needs with the right resources and support.

Handling basic and recurring customer queries, ensuring prompt and effective resolution.

Keeping customers informed on issue progress and service updates.

Providing initial technical assistance and resolution for incoming queries.

Managing requests via phone and email efficiently.

Supporting special projects and other ad-hoc duties as required.

Skills and Experience Required

To thrive in this role, you'll demonstrate:

Excellent communication skills (verbal and written).

Strong empathy and customer focus.

Reliability, patience, and adaptability.

Effective problem-solving and multitasking ability.

Commercial awareness and a proactive mindset.

The ability to work both independently and collaboratively.

Person Specification

We're looking for individuals with experience delivering exceptional end-to-end customer service-both inbound and outbound-and who consistently exceed customer expectations. You'll be organised, personable, and confident using technology to manage customer relationships effectively.

Ideal candidates will bring:

Proven experience in delivering high-quality service across multiple channels (phone, email, etc.).

Excellent interpersonal and written communication skills.

Resilience, positivity, and strong problem-solving skills.

A natural aptitude for technology and systems.

Benefits

Discretionary annual bonus scheme

25 days holiday per year (option to buy up to 5 additional days)

Life insurance

Cycle to Work scheme

Subsidised gym membership

Access to health and wellbeing apps

Employee discounts

Hybrid and flexible working options

Please apply ASAP

Brook Street NMR is acting as an Employment Agency in relation to this vacancy