Senior Customer Experience Advisor

Job Title: Customer Experience Advisor
Location: West Dorset
Working Arrangements: Full-Time Office-Based - 5 days per week
Hours: Monday-Friday 8:00-16:30
Salary: £28,000 - £30,000 - DOE

CCP are proud to partner with a well-established, premium subscription-based business who are continuing to grow their structured customer function. They are seeking a Customer Experience Advisor to join during an exciting phase of expansion.

This role sits at the heart of a high-retention, relationship-led environment where service quality, communication standards and customer loyalty are the core focus.

• Manage inbound customer enquiries via email and telephone
• Process subscription lifecycle requests (billing queries, pauses, reactivations, plan changes)
• Maintain CRM/ticket accuracy and workflow discipline
• Apply structured communication standards across all written and verbal interactions
• Demonstrate strong telephone confidence and professionalism in all calls
• Handle sensitive or challenging conversations with calm professionalism
• Escalate appropriately and support the wider team in maintaining service excellence
• Contribute to ongoing improvements within the customer function

This is not a high-volume call centre role. It is a relationship focused position where the quality of interaction matters more than speed.

• 2+ years' experience in a customer service role
• Subscription or e-commerce experience (essential)
• Strong written communication skills (essential)
• High level of telephone confidence
• Experience using a CRM/customer service platform
• Calm, organised and professional under pressure
• Comfortable working in a structured, office-based SME environment
• Based within commutable distance of West Dorset