Customer Experience Advisor

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CUSTOMER EXPERIENCE ADVISOR Rendall & Rittner - £Competitive - Head Office, Manchester - Full-time, Permanent ROLE OVERVIEW We're looking for a Customer Experience Advisor to join our friendly, fast-paced team at Rendall & Rittner's Head Office in Manchester. This is a role for someone who genuinely cares about people - someone who listens, thinks on their feet and takes pride in delivering a first-class experience, every time. You'll be the first point of contact for our customers, handling enquiries by phone and email, resolving issues with empathy and efficiency, and playing a key part in shaping how our residents and clients feel about the service they receive. ROLE EXPECTATIONS This is a varied, customer-facing role that calls for strong communication, a calm and positive manner, and the ability to handle multiple priorities at once. You'll be expected to take ownership of customer interactions from start to resolution, working collaboratively with colleagues across the business to make sure nothing falls through the cracks. You'll need to be comfortable working on a rotational shift pattern between 8am and 8pm, Monday to Friday, with 1 in 4 Saturdays (with a weekday off in lieu), and be committed to delivering consistently high standards regardless of the channel or query type. WHAT SUCCESS LOOKS LIKE You'll be successful in this role if: Customers feel heard, supported and satisfied with every interaction Queries and complaints are resolved promptly and professionally You spot opportunities to improve the customer experience and share them with your team You contribute positively to team performance and the culture of the department HOW YOU'LL SPEND MOST OF YOUR TIME Most days, you'll be: Delivering outstanding customer service via phone and email, handling enquiries and resolving issues promptly Maintaining clear, empathetic communication - ensuring customers always feel heard and supported Thinking creatively to solve customer problems and prevent issues from escalating Collaborating with colleagues to deliver a seamless service experience Staying up to date on Rendall & Rittner's services and using customer feedback to help improve the experience Participating in training sessions and continuously developing your skills WHO THIS ROLE IS FOR This role suits someone who: Is passionate about delivering exceptional customer service and making a positive impact Has excellent communication skills - confident, clear and professional on the phone and in writing Is a natural problem solver who thinks quickly and stays calm under pressure Thrives in a team environment and enjoys sharing knowledge to achieve common goals Is driven to build lasting relationships and consistently improve customer satisfaction

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