Job details

Customer Experience Advisor

Job reference: 004468

Closing date: 17/12/2021

Salary: £18,231.45

Department: Contact Centre

Hours per week: 36.17 hours per week

Here at N Brown Group, we are extremely excited to be recruiting for a Customer Experience Advisor within Customer Operations, part of Financial Services. Helping our customers with all aspects of their account via traditional and digital channels.

The customer is at the heart of everything we do. In this role you will receive exposure to all aspects of the customer journey, learning all about our business as you work with us to ensure that we are together for the customer.

Key Accountabilities:

  • Taking ownership, investigating, and resolving customer complaints and enquiries.
  • Liaising with customers in a professional and courteous manner predominately via social media (Facebook, Twitter and Instagram) and also telephone (inbound and outbound), email and letter.
  • Liaising with key stakeholders across the business.
  • Supporting offline teams and telephone enquiries/sales when required.
  • Ensuring that every customer experience is a positive one by exceeding customer ser-vice expectations.
  • Showing empathy and understanding whilst solving problems, handling complaints and resolving queries in a timely and professional fashion.
  • The ability to work without close supervision, including at home, on portable equipment.
  • FCA & Regulatory requirements – ability to accurately identify when a complaint is to be handed off to Customer Management Team (CMT), and to manage customer’s expectations around this.
  • To work within a regulated consumer credit environment, subject to SM&CR conditions.

What You Will Need:

  • Experience of drafting business level documents.
  • High level of attention to detail and accuracy.
  • Proven customer service skills.
  • Being able to adapt communication style whilst consistently demonstrating excellent written and verbal communication skills.
  • Ability to work collaboratively with your peer group and stakeholders at all levels.
  • Competent user of PC applications including Microsoft Office, internet and email.
  • Experience using social media platforms is desired but not essential.

What’s On Offer?

  • Hours of work: 36.17 hours per week, working on a 4 - week rota between the hours of 8am to 8pm, Monday to Friday and 8am-6pm, Saturday and Sunday.
  • Salary and Benefits: £9.69 per hour (£18,231.45 per annum) plus overtime available at peak times at time and a half.
  • Holidays – 24 days annual leave (plus 8 days bank holiday).
  • Holiday purchase scheme – where you may be offered to buy up to 10 extra days off.
  • Employee discount – on all of our ranges including retail, furniture, electrical appliances, toys and more (Cost plus VAT).
  • Contributory pension schemes.
  • Access to a variety of discounts with local and national businesses, hotels and restaurants.
  • Annual Company bonus scheme.

Employment is subject to the completion of a successful background check, including criminal and financial history. 

We are proud to be N Brown.


The closing date for this job has now passed.