Cashflows
Customer Experience Advisor
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Customer Experience Advisor
We're looking for a Customer Experience Advisor who is passionate about delivering outstanding customer experiences. You’ll join a collaborative team where your ability to solve problems, build customer relationships, and identify opportunities for improvement will make a real difference. This is an exciting opportunity for someone who enjoys helping people and wants to develop their career within a fast-paced financial payments organisation.
What you'll be doing
- Deliver exceptional customer support across multiple communication channels, ensuring all enquiries are handled professionally, accurately, and within agreed service levels.
- Build strong customer relationships through effective communication, empathy, and ownership, consistently driving positive customer outcomes and satisfaction.
- Maintain high standards of quality and compliance by adhering to operational procedures, regulatory requirements, and internal controls.
- Conduct thorough investigations into customer queries, complaints, and service concerns, identifying root causes and supporting timely resolution.
- Monitor customer interactions and feedback to identify trends, recurring issues, and opportunities for service improvement.
Cross Team Accountabilities
- Support our customers, providing excellent response and resolution to our defined SLAs.
- Increase customer satisfaction by communicating effectively and building positive rapport in every interaction.
- Work to defined quality standards and processes.
- Be an SME for some of our key deliverables.
- Identify new ways of working to improve our processes for the benefit of our customers.
- Support multi-skilling across the team to meet customer demand and business growth.
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Specific Accountabilities
- Deliver support across multiple customer channels.
- Support the Senior Customer Support Advisor and Operational Leads.
- Contribute to Customer Support performance metrics by delivering against individual objectives and targets.
- Identify continuous improvement options to improve our customer support, including specifically those uplifting quality or enhancing the customer experience.
- Continuously review and improve internal knowledge resources and customer-facing content.
Desirable
- Passion for delivering outstanding customer service and a genuine desire to help people
- Excellent written and verbal communication skills.
- A proactive approach, with calmness and an approachable manner.
- Ability to prioritise work and deliver even under pressure to tight deadlines.
- A logical and systematic approach to analysis and investigation
- Accuracy and attention to detail are essential.
- Experience using Salesforce CRM.
- Ability to think on your feet and work using your own initiative.
The hours
This is a full-time hybrid role (40 hours a week) – Monday to Friday.
What you'll get
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Our benefits and perks include:
- Competitive salary.
- 25 days holiday per year, plus a day off on your birthday, a wellbeing day, and one day if you're moving house.
- Electric Car Scheme
- Free access to a Mortgage Advisor
- Private Medical Insurance
- 4x salary life assurance
- 6% employer pension contributions
- Health Cash Plan cover
- Charity matching & volunteering opportunities
- Length of service award - extra day holiday for each year of service, up to maximum of 28 days
- Discounts with a wide range of retailers
- Flexible working, we believe that it’s important for us to work flexibly and so we're very supportive of working from home and in the office.
- Bike to Work Scheme
- And finally, we also throw a great staff party twice a year!
Our selection process steps.
If you like the sound of this role, please click apply! If we think from your application, we'll be a good fit for one another, we'll get in touch for a call. We'll talk to you about the role, why we enjoy working here so much, and find out more about you. From there, if we both think it’s a good match, we'll proceed with arranging interviews, they'll either be over the phone, via Microsoft Teams, or in person. We'll let you know as soon as we've made a decision on whether we'd like to proceed things further with you.
If you have any questions, you're always welcome to reach out to our friendly People team via HR@cashflows.com
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