Customer Experience Advisor

Position Overview

Salary: Competitive plus Veolia benefits and pension.
Hours: 40 hours per week Monday - Saturday, including a minimum of 2 Bank Holidays per year.
Location: Birchwood Park, Warrington WA3 6FW.
Duration: FTC 6 months (possibility to extend or become permanent).

We are seeking a passionate customer service professional to join our Customer Experience Team. In this role you will handle customer interactions across phone, email and live chat, ensuring every customer has a positive experience.

Benefits

• 25 days of annual leave
• Facilities parking and subsidised lunch
• Access to company pension scheme
• Discounts on groceries and well known retailers
• Resources to support physical, mental and financial health
• One paid day leave per year to volunteer and support the community
• Ongoing training and development opportunities

Responsibilities

• Answer and record all inbound calls and emails, ensuring resolutions are arranged and communicated effectively.
• Prioritise customers and find personalised solutions, building strong relationships with internal and external customers.
• Continuously seek ways to improve the customer experience and resolve any challenges.
• Maintain up to date records, adhering to data protection regulations to safeguard customer confidentiality.
• Support the business by promoting Veolia's products and services.
• Develop knowledge and skills proactively, embracing a curious attitude.
• Collaborate with other teams to deliver timely resolutions.
• Achieve targeted growth and provide exceptional service.
• Resolve invoice disputes promptly, negotiate credit notes and invoice adjustments.
• Work alongside credit control to ensure cash is collectable.
• Ensure compliance with Veolia policies and procedures, owning overall team/department objectives.

Qualifications

• Customer first mindset, both face to face and phone.
• Active listening skills and effective communication.
• Team player who thrives under pressure and adapts flexibly.
• Strong planning and organisational skills.
• Attention to detail and a proactive approach.
• Passion for personal and professional growth, exceeding expectations.
• Adaptability to a broad range of activities and changing business needs.
• Speedy typing and a friendly telephone manner.
• Basic understanding of business finance and customer profitability.
• Proficiency with Google Office Applications and quick learning of new systems.
• Initiative and genuine interest in exceeding customer expectations.

Application & EEO

We welcome applicants with minimal customer service and administration experience; transferable skills are valued.

As a proud Disability Confident Employer, we offer interviews to disability applicants who opt in to the scheme and meet the minimum criteria. We are committed to ensuring fair treatment without discrimination on any grounds and fostering a diverse and inclusive workplace.