Customer Experience Advisor

This is an exciting opportunity for a motivated and ambitious coordinator to play a pivotal role in supporting and providing help. The role focuses on helping to achieve responsive resolutions to enquiries while also providing proactive customer outreach.

Key Accountabilities

Work with partners, service providers, and other stakeholders as required to ensure enquiries are managed effectively through to resolution and in a timely manner.

Maintain open communication, provide regular updates and help prevent concerns escalating into complaints.

Build collaborative relationships with stakeholders to develop a clear understanding of internal processes and support effective issue resolution.

Manage in-hours urgent enquiries and arrange non-complex works where required.

Essential Technical and Professional Skills, Knowledge and Qualifications

Confidence in working with system-based processes and digital platforms.

Strong customer service focus, with empathy and a genuine desire to support and assist others.

Delivering Customer Satisfaction

Prioritises tasks effectively for themselves and others and prepares for potential contingencies.

Identifies and evaluates different options for managing workloads and resolving issues.

Communicating, Collaborating and Influencing

Summarises information clearly to confirm understanding.

Initiates communication with others on a regular basis.

Works collaboratively with all stakeholders.

Makes timely decisions and takes ownership of outcomes.

Adapting and Responding to Change

Recognises how change impacts others and provides support where needed.

Maintains a positive approach when working in uncertain or evolving situations.

Works collaboratively with other teams to achieve the best possible outcomes.