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Location: Aldershot
Salary Up to £27,000
Mainstay Recruitment is currently seeking a Customer Experience Advisor to join our clients team at their site in Aldershot. The role would be based within a large Facilities management client. They are ideally seeking a candidate with previous experience working in an MOD, construction, or property maintenance environment.
Role Overview
As a Customer Experience Advisor, your primary responsibility will be to assist service families by providing the additional help, support, and communication they need to achieve a responsive resolution. You will also play a proactive role in customer outreach to enhance the overall experience.
Working collaboratively as part of a team, you will ensure the successful delivery of fast feedback by gathering insights from families. This involves taking ownership of outstanding actions, ensuring they are resolved, and confirming family satisfaction. Tasks will include raising additional orders, liaising with operational teams, booking appointments, and ensuring outcomes meet customer expectations.
Reporting to the Customer Experience Team Leader, you will triage complaints, identify the cause of dissatisfaction, and advise on next steps. You will classify incoming complaints to ensure accurate records are maintained and support the closure process by confirming family satisfaction and avoiding delays caused by unresolved actions.
Key Responsibilities
- Provide wrap-around care to service families, following cases through to completion.
- Contact 100% of complaints within one working day of receiving a report.
- Input data and maintain accurate records.
- Identify and highlight behavioral trends.
- Suggest ideas for continuous service improvement.
- Manage escalations and fast feedback processes.
- Handle calls from internal customers and provide effective resolutions.
- Generate reports and provide insights.
- Perform other ad-hoc duties as required.
Requirements
To succeed in this role, you must:
- Be a confident communicator with experience in phone-based or call center environments.
- Be proficient in Microsoft Office applications, including Word, Outlook, Teams, and Excel.
- Be organized and capable of managing multiple tasks and priorities.
How to Apply
If you are passionate about delivering exceptional customer service and have the skills and experience required for this role, please submit your CV to be considered for this opportunity
Mainstay Recruitment is acting as a recruitment agency on behalf of our client for this vacancy.
