Customer Experience Advisor

Customer Experience Advisor | Aldershot

Aldershot | £25,000 £27,500 depending on experience | Permanent

Site-based (Must be able to drive)

About the Role

We are currently recruiting for a Customer Experience Advisor to join a busy Defence Facilities Management operation in Aldershot. This is a genuinely people-focused opportunity where you will play an important role in supporting military families and customers, handling enquiries, resolving issues and ensuring concerns are followed through to a satisfactory resolution. Whether you're a school leaver looking to start your career, someone with previous customer service experience looking for their next step, or an experienced administrator looking to move into a more customer-focused position, this could be an excellent opportunity to develop your career within a large and established organisation.

The Role

As a Customer Experience Advisor, you will act as a key point of contact for customers, providing a professional, reassuring and responsive service across a range of enquiries. You'll listen carefully to customer concerns, understand the issue and take ownership of finding the right solution. This will involve working closely with internal teams, contractors, partners and other stakeholders to investigate issues, coordinate responses and ensure customers are kept informed throughout the process. The role will involve managing everything from routine enquiries through to more complex or sensitive cases, as well as supporting the management of emergencies during working hours.

Key Responsibilities

Act as a key point of contact for customers, responding to enquiries by telephone, email and other appropriate channels.

Listen carefully to customer concerns and provide clear, accurate and helpful information.

Take ownership of enquiries from initial contact through to resolution.

Investigate customer concerns and liaise with relevant internal teams, contractors and stakeholders.

Coordinate with external partners to ensure enquiries and issues are progressed effectively.

Monitor outstanding enquiries and follow up to ensure customers are kept informed.

Manage complex or sensitive cases professionally and escalate issues where appropriate.

Support the management of emergencies ...