Role: Customer Experience Advisor
Location: Aldershot
Salary Up to £27,000
Mainstay Recruitment is currently seeking a Customer Experience Advisor to join our clients team at their site in Aldershot. The role would be based within a large Facilities management client. They are ideally seeking a candidate with previous experience working in an MOD, construction, or property maintenance environment.
Role Overview
As a Customer Experience Advisor, your primary responsibility will be to assist service families by providing the additional help, support, and communication they need to achieve a responsive resolution. You will also play a proactive role in customer outreach to enhance the overall experience.
Working collaboratively as part of a team, you will ensure the successful delivery of fast feedback by gathering insights from families. This involves taking ownership of outstanding actions, ensuring they are resolved, and confirming family satisfaction. Tasks will include raising additional orders, liaising with operational teams, booking appointments, and ensuring outcomes meet customer expectations.
Reporting to the Customer Experience Team Leader, you will triage complaints, identify the cause of dissatisfaction, and advise on next steps. You will classify incoming complaints to ensure accurate records are maintained and support the closure process by confirming family satisfaction and avoi...