Customer Experience Support Advisor | £17-£20 per hour | Inside IR35 | 3 month Contract | Manchester/Hybrid
We are working with an established organisation within the sporting sector that is looking to recruit a Customer Experience Support Advisor to join its team.
This is a customer-facing role, providing friendly, helpful and consistent support to members, customers and other stakeholders. You will be responsible for handling a variety of enquiries, helping people navigate products and services, resolving issues and ensuring a positive customer experience.
The successful candidate will be a confident communicator with a strong customer service background, good attention to detail and a proactive approach to problem-solving.
Key Responsibilities
Provide friendly, accurate and timely customer support across email, telephone, webchat and other contact channels.
Handle enquiries relating to membership, services, events, volunteering and participation.
Guide customers through registration processes, products and services, making information easy to understand.
Resolve customer queries at first contact wherever possible, escalating more complex issues when required.
Maintain accurate customer records and update CRM and customer service systems.
Identify recurring customer issues and share feedback to help improve processes and the overall customer experience.
Work closely with internal teams to ensure customers receive consistent information and appropriate support.
Deliver an inclusive and professional service, ensuring all customers feel welcomed and supported.
Monitor service quality and contribute to improvements in response times, customer satisfaction and first-contact resolution.
Requirements
Essential
Previous experience in a customer service, customer support or customer-facing role.
Excellent written and verbal communication skills.
Confident handling a variety of customer enquiries across different communication channels.
Strong problem-solving skills and the ability to resolve queries professionally.
Good attention to detail when maintaining records and updating customer systems.
A positive, approachable and customer-focused attitude.
Desirable
Experience within a membership organisation, sporting body, charity, events or community environment.
Experience using CRM or customer service platforms such as Zendesk, Freshdesk or Salesforce.
Experience handling membership enquiries, registrations or renewals.
An interest in sport, cycling or community participation.Rate
£17-£20 per hour
Inside IR35
3 month contract
Hybrid working with 3 days in the Manchester office
