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Senior Customer Service Advisor
Job Posted: 3 days ago
Salary: £ 28,000 - 32,500 / Annum
Job Type: Permanent
Location: Stirling and Falkirk
Expire in: 25 days
Job Description
Senior Customer Experience Advisor
Location: Regional UK (Multiple Sites) | Full-time
Salary: £28-£32,500 + enhanced duties + overtime +pathway to leadership
Lead by example. Shape performance. Be the backbone of your team.
As a Senior Customer Experience Advisor, you’ll be at the forefront of our Client team’s success—guiding, supporting and resolving the most challenging customer service issues while helping less experienced colleagues succeed.
What You'll Do
* Respond to customer enquiries via phone, email and digital channels, including service orders, billing queries, product updates and delivery scheduling
* Manage the most complex or escalated queries and resolve them with full ownership
* Be a key support to Team Leaders by reviewing service metrics and agent outputs
* Provide coaching, shadowing and buddy support to new joiners or developing agents
* Contribute to training initiatives or micro-learning content through experience sharing
* Act as a flexible resource during high-demand periods and help advisors in real time
* Identify repeat problems or failure points and share with leadership for process enhancement
* Support call calibration, quality reviews and documentation consistency across team
What You’ll Bring
* Deep experience in customer service in a call centre, contact centre or customer service centre including complaints handling or specialist accounts
* Confidence and diplomacy when resolving emotionally charged or sensitive situations
* Demonstrated ability to influence peers and contribute to a positive, learning-led environment
* Accuracy and attention to detail when completing tasks under pressure
* Proactive engagement in performance discussions, improvement plans and service feedback loops
* Excellent time management and adaptability when moving between tasks and priorities
* Coaching and mentoring skills
What You’ll Gain
* Enhanced visibility with senior leaders and cross-functional partners
* First access to acting-up or secondment opportunities (e.g., Supervisor and Manager)
* A comprehensive six week onboarding programme with dedicated support
* Development through coaching qualifications or formal leadership training
* The chance to leave a legacy through shaping team capability, culture and service standards
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