Veolia
Senior Customer Experience Advisor
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Senior Customer Experience Advisor
Senior Customer Experience Advisor – 12-Month Secondment
Location: Birchwood Park, Warrington, WA3 6FW Salary: Competitive, plus Veolia benefits and pension Hours: 40 hours per week (Monday–Friday, with Saturday rota and a minimum of 2 bank holidays per year) Duration: 12-month secondment
About the Role
At Veolia, we believe: When you see the world as we do, you see the chance to help the world take better care of its resources—and help it become a better place for everyone.
We’re looking for a Senior Customer Experience Advisor to bridge the gap between customers, frontline teams, and leadership. This pivotal role sits between Advisor and Team Leader, ideal for someone ready to step up, support colleagues, and develop leadership skills—while delivering exceptional customer outcomes.
If you’re passionate about outstanding service and driving meaningful change, this could be your next career move.
The Difference You’ll Make
As a Senior Customer Experience Advisor, you’ll be the "customer-first" advocate within our organisation, fulfilling a critical bridge role. Your responsibilities span support, leadership, and operations, ensuring seamless customer journeys while uplifting your team.
Key Responsibilities
Customer and Supplier Escalations & Support
- Act as the primary escalation point for complex customer and supplier invoice disputes, resolving queries effectively
- Collaborate with internal stakeholders to review debt positions and ensure smooth transitions to recovery
- Liaise with Business Development to verify billing for new customers and validate alignments between all cost centres
- Handle challenging customer interactions across phone, email, Google Meets, and live chat, resolving disputes with empathy and professionalism
- Aim for first-contact resolution, implementingRepeat Credit Reduction measures to improve satisfaction
- Focus on personalised, long-term solutions rather than quick fixes, ensuring customers leave delighted
- Build strong internal and external relationships, promoting loyalty and trust
- Proactively identify trends in customer queries and partner with leadership to implement process improvements
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People Management & Development
- Mentor and coach Customer Experience Advisors, sharing expertise and best practices
- Lead one-to-one performance discussions, providing constructive feedback and guidance
- Conduct return-to-work meetings and support absence management processes
- Assist with performance management, including training needs assessments and improvement planning
- Serve as a point of contact for team members when the Team Leader is unavailable
- Lead by example, embedding the Veolia culture of accountability and inclusion
Departmental & Operational Management
- Monitor real-time performance metrics (calls, wait times, service levels)
- Support resource allocation to ensure coverage across all shifts
- Contribute to reporting and process enhancements, identifying efficiency opportunities
- Stay compliant with data protection regulations, safeguarding customer confidentiality
Who We’re Looking For
This role demands a well-rounded, adaptable professional with customer service experience, budding leadership potential, and resilience. Your ability to prioritise, problem-solve, and collaborate will be central to success.
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Must-Haves
- Proven experience in a customer service role, with a track record for escalation handling
- Customer-first mindset: Consistently deliver service that goes beyond satisfaction
- Emerging leadership skills: Eagerness to mentor, coach, and drive improvements
- Proficient communication: The ability to listen, reflect, and articulate complex issues clearly
- High-pressure resilience: Stay composed and empathetic during challenging interactions
- Strong planning: Juggle operational, people, and customer demands efficiently
- Analytical thinking: Review metrics and provide insights for process optimisation
- Technical adaptability: Transition smoothly to new tools, especially Google Office Applications
- Attention to detail: noticing patterns that prevent repeat issues
- Questionable billing expertise: Understanding how invoice discrepancies impact profitability
- Ownership mentality: Proacively identifying opportunities and embracing continuous improvement
Life at Veolia
We’re rated as one of The Sunday Times Best Places to Work for three consecutive years (2023–2025). Beyond recognition, we share your ambition to transform industries sustainably and create truly rewarding careers.
Our Disability Confident Employer status means we’ll interview applicants with disabilities or long-term conditions who opt-in to the scheme. We’re committed to fostering an inclusive workplace without prejudice—because diverse teams build better solutions.
Ready to "see the world as we do"? Apply now—because together, we’ll make an impact for generations to come.
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