Customer Experience Advisor

Location: Altrincham, Greater Manchester (Hybrid - 3 days office-based)

Commutable from: Manchester city centre, Trafford, Sale, Stockport and Wilmslow via road and Metrolink Contract type: Permanent Channels: Telephone, email and digital customer support

A growing and highly regarded organisation is seeking an experienced Contact Centre Customer Service Advisor to join its customer experience team. This role suits a customer service professional with a proven background in an office-based or contact centre environment - someone used to handling enquiries by phone, email and written correspondence, managing a caseload, and working to first-contact-resolution targets.

This is not intended as an entry point for candidates transitioning from a retail floor, hospitality, or other face-to-face customer-facing role.

You'll act as a trusted point of contact for customers, managing enquiries across telephone, email and digital channels, resolving issues, and building long-term customer relationships through consistent, professional service delivery - working closely with colleagues across the business to ensure a seamless customer journey.

This is a strong next step for a Customer Service Advisor, Customer Support Advisor, Client Services Executive, Customer Experience Advisor, or Contact Centre Advisor looking for genuine career progression within an established customer service function.

• Handle customer enquiries via telephone, email and written correspondence within a multi-channel contact centre environment
• Resolve customer issues with a focus on first contact resolution
• Log and manage cases accurately using CRM/case management systems
• Build professional relationships through proactive, consistent communication
• Work closely with internal departments to ensure a seamless customer journey
• Maintain accurate customer records and administrative processes
• Respond to customer queries within agreed SLAs and quality standards
• Support continuous improvement initiatives and service excellence standards
• Manage a varied caseload while maintaining strong attention to detail

• Minimum 12 months experience in an office-based or contact centre customer service role (retail or hospitality experience not applicable)
• Experience managing enquiries across multiple channels: phone, email and written correspondence
• Experience using a CRM or case management system
• Excellent written and verbal communication skills
• Experience working in an office environment

• Experience working to SLA or KPI-based service targets
• Previous experience within a regulated or professional services environment
• Familiarity with complaint handling procedures

This organisation invests in its people through structured training, ongoing personal development, and clearly defined progression pathways. Additional support is available for those pursuing professional qualifications, including financial assistance and up to six days paid study leave each year.

• 24 days annual leave plus Bank Holidays, increasing with length of service
• Birthday day off every year
• Financial support towards professional qualifications
• Up to six days paid study leave per year
• Ongoing training and personal development
• Clear career progression opportunities
• Company social events, incentives and recognition programmes
• Casual dress policy
• Long service awards
• Enhanced maternity and paternity benefits
• Access to mental health support services and trained mental health first aiders
• Personal accident insurance cover
• Complimentary fresh fruit delivered twice weekly
• Great Place to Work certified employer

If you're an experienced Contact Centre or office-based Customer Service professional looking for your next career move, apply today.