Senior Customer Experience Advisor

Senior Customer Experience Advisor - 12 Month Secondment
Salary: Competitive, plus Veolia benefits and pension
Hours: 40 hours per week Monday - Friday with Saturday rota and a min of 2 Bank Holidays per year
Location: Birchwood Park, Warrington, WA3 6FW
Duration: 12 Month Secondment
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. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life. We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.
We're currently on the hunt for an exceptional Senior Customer Experience Advisor to join our team. This is a pivotal role that sits between Advisor and Team Leader, perfect for someone ready to step up and take on additional responsibilities. If you're genuinely passionate about providing outstanding customer service, supporting your colleagues, and developing your leadership skills, then we think you could be a perfect fit.
What will you be doing? The difference you’ll make:
As a Senior Customer Experience Advisor, you will be the 'customer first' voice within our organisation, acting as a vital bridge between our customers, our frontline teams, and management. You'll provide expert support and resolution for complex customer queries while also taking on key people management and operational responsibilities to support the Team Leader.
In this multi-focused role, you'll be supporting customers, your team members, and the wider Customer Experience Team.

Customer and Supplier Escalations & Support:

• Acting as the primary escalation point for complex customer and supplier invoice dispute enquiries
• Demonstrate strong communication skills with internal stakeholders to review debt positions enabling smooth transition from query to recovery
• Liaise with the Business Development Team to verify billing information for new customers
• Ensuring all National Accounts costs from third party suppliers and internal Veolia divisions are billed onto customers where applicable and any shortfalls accounted for
• Handling challenging customer interactions through various channels, including phone, email, google meets and live chat with professionalism, empathy, and expert problem-solving
• Ensuring first contact resolution wherever possible and implementing solutions that avoid repeat contacts, improving overall customer satisfaction
• Focusing on quality outcomes, ensuring customers are not just satisfied but genuinely happy with the resolution provided
• Always putting our customers first and finding personalised solutions to meet their needs, even in the most difficult situations
• Building strong relationships with both internal and external customers to ensure we deliver the best service
• Proactively identifying trends in customer queries and working with leadership to implement improvements that reduce repeat credits
• Supporting all areas of the Customer Experience Team to ensure seamless service delivery across the department
• Supporting the business by promoting Veolia's products and services to our customers

People Management & Development:

• Mentoring and coaching Customer Experience Advisors, sharing your expertise and best practices
• Supporting with one-to-ones, providing guidance and feedback to team members on their performance and development
• Conducting return-to-work meetings and supporting absence management processes
• Assisting with performance management, including identifying training needs and supporting improvement plans
• Acting as a point of contact for team members when the Team Leader is unavailable
• Leading by example, demonstrating the behaviours and standards expected within the team
• Supporting recruitment and onboarding of new team members as required

Departmental & Operational Management:

• Monitoring real-time performance, including call volumes, wait times, and service levels
• Supporting productivity management, ensuring the team is working efficiently and meeting targets
• Assisting with resource planning and ensuring adequate coverage across all shifts
• Contributing to reporting and analysis, identifying areas for improvement and sharing insights with leadership
• Supporting process improvements and implementing changes to enhance the customer experience and reduce repeat contacts
• Working collaboratively with other teams and departments, including back-office functions, to deliver timely resolutions and drive continuous improvement
• Keeping up-to-date records and adhering to data protection regulations to ensure customer confidentiality

What we're looking for;

This role requires flexibility, adaptability, and comfort with a wide range of tasks spanning customer service, people management, and operational oversight. The ability to prioritise effectively, switch between different responsibilities, and thrive in a multi-skilled environment will be key to your success. Life at Veolia is known for being fast-paced, diverse, and full of challenges, so teamwork, collaboration, and emerging leadership skills are absolutely essential.
 

Our must-haves. What you’ll bring:

• Proven experience in a customer service role with a strong track record of handling complex queries and escalations
• Demonstrated ability to put the customer first in every interaction, whether face-to-face, on the phone, or via digital channels
• Emerging leadership skills with the desire and capability to step up into people management responsibilities
• Experience or willingness to learn people management activities such as one-to-ones, return-to-work meetings, and performance conversations
• Strong coaching and mentoring abilities with the ability to support and develop team members
• Exceptional listening and communication skills, with the ability to truly understand customer needs and provide effective solutions
• Ability to remain calm under pressure and handle challenging situations with professionalism and empathy
• Strong planning and organisational skills to manage competing priorities across customer, people, and operational responsibilities
• Analytical mindset with the ability to monitor real-time performance, productivity, and departmental metrics
• Excellent interpersonal skills and meticulous attention to detail in everything you do
• Proactive, adaptable, and solution-focused mindset, always willing to go the extra mile
• Passion for personal and professional growth and a commitment to exceeding expectations
• Ability to identify process improvements and contribute to enhancing both customer and employee experience
• Good attention to detail, speed of typing, and a friendly, professional telephone manner
• Understanding of business finance and customer profitability
• Proficiency in using Google Office Applications and ability to learn new systems quickly

What’s next?

Apply today, so we can make a difference for generations to come.

We're proud to have been named as one of The Sunday Times Best Places to Work for three consecutive years in 2023, 2024 and 2025. This consistent recognition reflects our commitment to our people, demonstrating that Veolia is not just transforming the environment, we're also transforming what it means to have a rewarding, purposeful career. 

We're dedicated to supporting you throughout your application journey, offering adjustments where reasonable and appropriate. As a proud Disability Confident Employer, we will offer an interview to applicants with a disability or long-term condition who opt-in to the Disability Confident scheme, and meet the minimum criteria for our roles. 

We're also committed to ensuring that all applicants and colleagues receive fair treatment without discrimination on any grounds, aiming to create a diverse and inclusive workplace where everyone can thrive.