Customer Experience Support Advisor

Customer Experience Support Advisor 17- 20 per hour Inside IR35 3 month Contract Manchester/Hybrid

We are working with an established organisation within the sporting sector that is looking to recruit a Customer Experience Support Advisor to join its team.

This is a customer-facing role, providing friendly, helpful and consistent support to members, customers and other stakeholders. You will be responsible for handling a variety of enquiries, helping people navigate products and services, resolving issues and ensuring a positive customer experience.

The successful candidate will be a confident communicator with a strong customer service background, good attention to detail and a proactive approach to problem-solving.

Key Responsibilities

• Provide friendly, accurate and timely customer support across email, telephone, webchat and other contact channels.
• Handle enquiries relating to membership, services, events, volunteering and participation.
• Guide customers through registration processes, products and services, making information easy to understand.
• Resolve customer queries at first contact wherever possible, escalating more complex issues when required.
• Maintain accurate customer records and update CRM and customer service systems.
• Identify recurring customer issues and share feedback to help improve processes and the overall customer experience.
• Work closely with internal teams to ensure customers receive consistent information and appropriate support.
• Deliver an inclusive and professional service, ensuring all customers feel welcomed and supported.
• Monitor service quality and contribute to improvements in response times, customer satisfaction and first-contact resolution.

Requirements

Essential

• Previous experience in a customer service, customer support or customer-facing role.
• Excellent written and verbal communication skills.
• Confident handling a variety of customer enquiries across different communication channels.
• Strong problem-solving skills and the ability to resolve queries professionally.
• Good attention to detail when maintaining records and updating customer systems.
• A positive, approachable and customer-focused attitude.

Desirable

• Experience within a membership organisation, sporting body, charity, events or community environment.
• Experience using CRM or customer service platforms such as Zendesk, Freshdesk or Salesforce.
• Experience handling membership enquiries, registrations or renewals.
• An interest in sport, cycling or community participation.

Rate

• 17- 20 per hour
• Inside IR35
• 3 month contract
• Hybrid working with 3 days in the Manchester office